Technology Support III - Production Management, Issues Management

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Commerical & Investment Bank - Production Management 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:


* Serve as a Senior SME within the Issues Management Team


* Ensure timely and accurate resolution of production issues.

This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrix organization and manage the lifecycle of the issue until resolved


* Effectively communicate root cause analysis of issues to internal and external stakeholders as directed


* Builds and maintains strong relationships with JPMC business partners and technology teams to identify process improvement opportunities


* Collaborates with JPMC business partners and technology teams to understand application functions and related downstream processing components


* Leads and ensures assigned project activities are completed within established timelines

Required qualifications,capabilities and skills:


* 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services


* Bachelor's degree or minimum 7+ years or relevant experience in performing complex research, troubleshooting, resolving and writing Advanced SQL queries


* Demonstrated strong technical skills, business acumen related to data management, performing complex research and Merchant Services payments processing


* Experience with SQL, Oracle Database, AWS Cloud, AWS Snowflake, Splunk, Unix and Linux Commands


* Excellent communication skills, organizational, time management skills and client facing experience


* Ability to work independently with minimal supervision as well as collaborate within a group


* Experience with incident management, production support and problem management processes


* Experience with Large Language Models (LLM) and experience in automation

Preferred qualifications, capabilities and skills:


* Ability to influence and lead technical conversations with other resolver groups as directed


* Executive Presence including summarizing, recommending and presenting issues as well as solutions to Senior Managers and Executive Leadership as requested


* Able to influence internal stakeholders and peers and spearhead process improvement initiatives within Production Management


* Collaborates with Application Management and Development teams to understand application functions and related downstream processing components

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