Mainframe Technology Support III

About the role

As a Technology Support III on JPMorganChase’s Mainframe and Mid-Range Compute Site Reliability and Engineering team, you will apply your infrastructure and software lifecycle expertise to maintain stability, availability, and continuous improvement across a globally distributed environment. You’ll collaborate daily with stakeholders to support critical infrastructure that powers some of the world’s most important financial services, while growing your career alongside leading technologists.

Responsibilities

• Support end-to-end application and infrastructure service delivery to ensure successful business operations of the firm
• Execute policies and procedures that maintain operational stability and availability across a 24×7 production environment
• Monitor production environments for anomalies, address issues, and contribute to the utilization of standard observability tools
• Communicate issues and solutions to business and technology stakeholders, actively participating from incident resolution through service restoration
• Participate in incident, problem, and change management in support of full-stack technology systems, applications, and infrastructure
• Contribute to bridge calls and communicate effectively with individuals across various levels of the organization
• Administer and troubleshoot Mainframe-related components, supporting continuous operational health and performance
• Use enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements
• Apply reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations

Requirements

• Formal training or certification on technology support concepts and 3+ years applied experience
• 3+ years of experience working in or supporting IBM z-Series environments
• Understanding of infrastructure architecture including servers, storage, network, database, and application components
• Working knowledge of replication technologies such as IBM CSM and GDPS
• Experience supporting z-Series and Hardware Management Console (HMC) administration, including firmware and microcode upgrades
• Working knowledge of security standards including SSH protocol, transaction-based systems, IMS, CICS, DB2, and WebSphere
• Experience using ServiceNow for ticket and resolution management, with familiarity in incident, problem, and change management processes
• Ability to troubleshoot priority incidents and contribute to post-mortem reviews to support permanent closure of incidents
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations

Preferred qualifications

• Working knowledge of one or more general-purpose programming languages and/or automation scripting, with exposure to Python development
• Familiarity with Site Reliability Engineering principles, including automating manual operational tasks
• Exposure to batch scheduling tools such as CA-7, Control-M, or Zeke, along with a basic understanding of Job Control Language (JCL)
• Experience with Netcool support in a large-scale environment
• Demonstrated ability to collaborate with IBM z-Series engineering teams on architecture, stability, and continuous improvement initiatives