Technology Support III

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member within the Consumer and Community Banking, J.P. Morgan Advisors team, 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

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability
• Assists in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Use your technical knowledge and exemplary customer service skills to resolve technology issues raised via email and ServiceNow query system
• Leverages basic technology skills (reading logs, basic sql) and works closely with Level 3 system-facing teams to manage resolution of application issues.
• Supports the technology agenda and act as brand ambassador for Technology Service Delivery and the Technology Franchise. Liaising with Technology project managers/business analysts on assigned topics to understand technology, conduct knowledge transfer sessions, and ensure team knowledge is current
• Improve the quality of service and proactively contribute to the enhancement of the user experience
• Manages the relationship throughout the resolution process with regular end-user updates
• Supports application systems in operation, including tasks related to identifying and troubleshooting of application and data issues, including resolution or escalation of issues.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Accountable for issue resolution, provide insights to technology and product teams on improvement opportunities
• Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
• Working Business Analyst experience
• Require AWS Practitioner or higher Certification to demonstrate proficiency to demonstrate knowledge of applications or infrastructure in a large-scale technology environment both on premises and public clouds
• Exemplary customer service, organizational and disciplined time management skills that render positive results
• Highly disciplined, self-starter with the ability to multi-task and juggle competing priorities with an extreme level of detail, accuracy, confidentiality, diplomacy, and initiative
• Customer focused and service oriented, with the ability to deliver user engagement training of applications during troubleshooting sessions

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Experience with visualization tools (Tableau, QlikSense, etc.)
• Wealth management business knowledge
• Agile Project Lead experience
• Detail oriented with superior written, verbal, analytical and problem solving skills
• Ability to provide organized and clear documentations. Creating/updating knowledge documents and reviewing with team during formal knowledge sharing sessions

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.