Technology Support III- Service Management

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III Problem Manager in our Infrastructure Platforms team, your dedication to innovation will not only have a positive impact on our services but also on our team. You will be a part of a team that is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure. Your role will involve providing end-to-end application or infrastructure service delivery, supporting the maintenance of our systems, and monitoring production environments. You will have the opportunity to lead major stability programs, manage and develop a team, and work with multiple teams across regional boundaries. Your ability to analyze complex situations and trends will be crucial in anticipating and solving incidents, problems, and change management in support of our technology systems, applications, or infrastructure.
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
• Assist 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
• Set goals, priorities and roadmaps for their area of responsibility
• Lead major stability programs - work with workstream leads to identify key deliverables key metrics to show progress
• Experienced leader who can manage, coach, mentor, develop and grow a team.
• Ability to influence and lead technical conversations with various infrastructure support groups in RCA meetings.
• Sensitivity and urgency in dealing with high-impact outages.
• Ability to interface and work with multiple teams across regional boundaries and communication channels.

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
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented.
• Strong overall knowledge of technology business and best practices.
• Advanced understanding of ITIL processes with ITIL Certification, particularly Problem Management.
• IT Service Management experience across Incident, Problem and Change Management.
• Proficient in pattern recognition and Proactive Thematic Problem investigation analysis.
• Good Data Analytics thoughtswith Strong skills in data analysis, visualization, and interpretation. Ability to present complex data insights clearly.
• Strong background in areas such as Data Centre, Network, Platform, Distributed, End User and Cloud technologies.
• Knowledge of corporate service management toolsets such as ServiceNow, Service Manager (incident/problem) are essential.

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Passion for identifying problems that cause incidents.

About Us
JPMorganChase, 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 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
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.