Ask JPMC Technology Support II

Job Responsibilities

• Triage incoming technology tickets and determine the order in which they are addressed based on business impact, resolving issues when possible, and managing work in queue within prescribed SLAs
• Provide end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Support the day-to-day maintenance of the firm's HR systems to ensure operational stability and availability
• Aid in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Lead fast-paced incident calls that include internal and external teams, ensuring all relevant teams are engaged, the group remains organized, and action items are captured and driven to closure
• Own real-time updates to communication channels during incidents, including status updates appropriate for Senior Management
• Work with cross-functional teams and facilitate collaboration between technology, product, business, and communications partners
• Build and maintain positive, trusted relationships with product, technical, business and other cross-functional partners
• Identify issues for escalation and communication, make comprehensive connections across systems, determine next steps, and provide solutions to business and technology stakeholders
• Create and maintain internal documentation when unique or new issues are discovered to support knowledge sharing and continuous improvement
• Provide occasional white-glove service for sensitive issues requiring great care, discretion, and attention to detail; adhere to risk/control expectations, procedures, and processes

Required Qualifications, Capabilities, And Skills

• 4 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
• Strong analytical, technical, and conceptual problem-solving skills
• Ability to manage work in queue within prescribed SLAs and deliver timely, accurate, thorough, and high-quality work in challenging situations
• Ability to learn new systems quickly and interact with multiple systems simultaneously
• Ability to make comprehensive connections across issues and determine appropriate next steps and escalations
• Ability to communicate effectively to Senior Management; clearly articulates and asserts ideas and contributes to solutions
• Leverages knowledge, skills, and expertise to enhance internal client relationships
• Embraces change efforts; self-directed, self-motivated, and able to work independently