Production Support Lead

As a Production Support Lead, provide application support to our customer support teams.

This is a hands-on and coordination role with Product and Engineering to prioritize and assist in resolving customer issues.


* Manage Production support efforts to support customer issues including daily health checks of applications, prioritize and resolve production incidents


* Participate in critical incident response calls and serve as an escalation point for customer support cases


* Carefully evaluate alternative risks and solutions before taking action to provide timely resolution


* Ownership of Incident management and production stability reviews


* Lead the Root Cause Analysis efforts to identify the underlying problems and devise strategic solutions


* Provide continuous updates and follow-up's to Management and stakeholders


* Provide direction and collaborate across multiple teams and lines of business for resources involved in program delivery


* Develop and maintain long-lasting collaborative relationships with stakeholders


* Organize and manage communications with stakeholders and senior managers


* Owns incidents and problems and strives to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues.


* Actively responds to service requests from Client facing support teams, Operations, Risk/control partners, etc.


* Incident management and technical call facilitation, coordination, and communications during critical outage situations


* Excellence in system operations, including tasks related to identifying and troubleshooting application issues, issue resolution and escalation


* Provide guidance and support to team members

Qualifications:


* BS/BA degree or equivalent experience, 7+ years of hands-on experience in Production Support


* Working knowledge of production support role, incident, problem and change management


* Relentless drive for root cause and execute measures to reduce repeat occurrence


* Strong knowledge of application and development lifecycles


* Proven expertise in application development and support environments


* Understanding of Web and mobile applications.


* Ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work


* Understanding of risk controls and compliance to departmental and company-wide standards


* Ability to work collaboratively in teams and independently to develop meaningful relationships to achieve common goals


* Ability to run production incident and take the lead on conference bridges until issue is mitigated

JPMorgan Chase & Co., 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 ye...