Technology Support III - Application Support

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Asset and Wealth Management Technology Team, you will ensure the operational stability, availability, and performance of our production application flows throughout the Asset Management business. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities

• Providing technical and functional support to all our end users within Asset Management.
• For each issue, understand the impact, assess the priority, and look for rapid solutions or workarounds.
• Investigating the issues raised by researching for similar incidents, learning the data model, checking the data and service logs.
• Trouble shooting issues using technology skills (reading logs, SQL) and working closely with partner teams to manage resolution of application issues.
• Documenting all inquiries, troubleshooting steps, and resolutions; providing knowledge-sharing and solutions with team.
• Taking full ownership of issues raised and escalate as needed to other support and SRE teams.
• Keeping the user updated with the progress of issues and following up with the development teams for defects.
• Organizing meetings with the users to understand the issues they are facing when using our technology services.
• Providing feedback and reports to SRE teams and product owners on application requirements, helping to prioritize fixes and liaising with end-users for acceptance after researching and diagnosing bugs.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong communication skills (both written and verbal)
• Customer focused and service oriented, with a proactive customer approach and dedication to providing best of class service at all times
• Experience with ticketing systems, such as ServiceNow and Jira Service Desk.
• Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
• Experience with database queries
• Awareness and exposure to change management methodologies and best practices.
• Awareness and exposure to systems development practices and methodologies.

Preferred qualifications, capabilities, and skills

• Highly disciplined and process oriented with an attention to detail
• Outstanding ownership and dedication to the role required
• Analytical skills and validation skills
• Basic knowledge of Banking products and interest in the finance world
• Perfect command of English, knowledge of other languages used in our EMEA and Asia offices highly appreciated
• Project Management skills

About Us
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.