Technology Product Support Senior Associate

Join a team where your expertise ensures the stability and performance of business-critical applications. You will have the opportunity to advance your career collaborate with talented professionals and make a meaningful impact on our technology landscape. At JPMorgan Chase you will develop your skills drive process improvements and help shape a culture of continuous learning. You will benefit from a dynamic environment that values innovation ownership and diverse perspectives. Discover how you can grow your career while making a difference.

As an Application Support Lead in our technology organization you will ensure high availability and rapid issue resolution for multiple business-critical applications. You will work with us to manage incidents oversee change processes and optimize monitoring strategies. You will collaborate with cross-functional teams to deliver reliable solutions and drive operational excellence. You will be part of a team that values your insights and fosters professional growth. Together we create solutions that support our business and enhance client experiences.

Job responsibilities

• Lead day-to-day support for multiple business-critical applications ensuring high availability and rapid issue resolution.
• Act as the escalation point for complex incidents coordinating cross-functional teams to restore service and minimize business impact.
• Oversee incident management tracking and root cause analysis for production issues and client outages.
• Manage and validate changes in production and disaster recovery environments including active participation in the Change Advisory Board process.
• Liaise with Development QA Operations and client support teams for release management and user query resolution.
• Design maintain and optimize monitoring dashboards using tools such as Splunk Geneos Grafana Kibana AppDynamics Dynatrace Control M and Autosys.
• Create and refine alerting strategies to ensure actionable alerts and maintain manageable alert volumes.
• Generate and analyze service KPIs stability and performance reports.
• Recommend and implement process improvements to reduce manual intervention and recurring issues.
• Apply SRE principles to enhance reliability scalability and performance of supported applications.

Required qualifications capabilities and skills

• Extensive experience in application and production support for large-scale mission-critical platforms.
• Strong hands-on skills in UNIX SQL (Oracle CockroachDB) Python Shell scripting and Java.
• Proficiency with monitoring and observability tools: Splunk Geneos Grafana Kibana AppDynamics Dynatrace Control M Autosys.
• Experience with AWS infrastructure and cloud platform monitoring.
• Demonstrated ability to manage incidents changes and requests in a complex environment.
• Strong analytical problem-solving and communication skills.
• Ability to collaborate effectively with stakeholders across technology and business.
• AWS Certification.
• Prior experience in both Systems Engineering and Software Development.
• Experience building dashboards and automating operational processes.

Preferred qualifications capabilities and skills

• Knowledge of trade lifecycle and database support domains.
• Experience mentoring and guiding support analysts and engineers.
• Background in documenting and sharing best practices across teams.
• Experience leading initiatives to reduce operational toil and improve service levels.
• Familiarity with automating operational tasks for cloud-based environments.
• Ability to generate and analyze service KPIs and performance reports.
• Experience supporting PLM patching activities and maintaining production stability.