Ask JPMC Technology Support II

Join our team as a Technology Support Associate!

As a Technology Support Associate in Human Resources, you will triage and prioritize technology tickets based on business impact, lead fast-paced incident calls with internal and external teams, and facilitate collaboration across Technology, Product, Business, and Communications partners.

You will drive issues to resolution while maintaining real-time communication updates, create internal documentation for new or unique issues, and provide occasional white-glove support for sensitive matters requiring discretion and exceptional attention to detail.

Success in this role requires strong analytical problem-solving skills, the ability to manage work within prescribed SLAs, and a self-directed approach to maintaining operational stability and continuous improvement.

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


* Assist 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 Technol...