Technology Support III - Incident Manager

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 the Corporate and Investment Bank, you will ensure the operational stability, availability, and performance of our production application flows. 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

• Executing the Incident Management processes from initiation to resolution using strong facilitation, planning and time management.
• Command and control of Incident bridges with business, technology and external vendors.
• Assess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments.
• Facilitate timely communications to customers to help manage their experience using our communication tooling
• Determine and ensure execution of appropriate actions to recover business services as quickly as possible.
• Drive the technical bridge to manage all diagnostic and resolution activities.
• Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, and JPMC lines of business.
• Ensure high quality, consistent, accurate incident and process-related data.
• Participate in post-incident reviews and problem management activities.
• Proactively contribute to improvement activities during incident downtime.

Required qualifications, capabilities, and skills

• Troubleshoot, resolve, and maintain information technology services with experience or equivalent expertise.
• Demonstrate knowledge of applications or infrastructure in large-scale technology environments, both on-premises and in the public cloud.
• Utilize observability and monitoring tools and techniques effectively.
• Apply processes within the scope of the Information Technology Infrastructure Library (ITIL) framework.
• Run incident bridges/Zoom sessions for application and/or technology issues.
• Understand Incident Management best practices, skills, and tools.
• Possess a broad understanding of technology frameworks across mainframe, midrange, distributed, and cloud technologies.
• Have a general understanding of Financial Services and key drivers of business performance.
• Exhibit excellent written and oral communication skills, demonstrating confidence with senior technology and business management.
• Influence others across all contributing teams and disciplines.
• Be a strong team player, fostering relationships from both a business and technical perspective, with a strong adherence to processes and procedures.

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Application or production support experience preferred although Application Development experience a plus
• Experience with Service Now is preferred
• ITIL training and certification preferred
• Committed to process improvement, LEAN and/or Six Sigma training a plus

About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
About the Team
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.