Technology Support III - Front-Office Production Support
IT, Customer Service
New York, USA
Propel operational excellence by applying deep technology support expertise and a strong commitment to continuous improvement.
This Production Support role requires close partnership with the trading desk. As a Technology Support III team member within the Commercial & Investment Bank (CIB) — Equities Prime Financial Services Production Management team, you will help ensure the operational stability, availability, and performance of critical production application flows. You will promote a culture of continuous improvement by troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions across internally and externally developed systems—delivering a seamless user experience.
Job responsibilities
- Provide end-to-end application support for trading applications used by business users (traders), ensuring day-to-day reliability, stability, and availability
- Leverage enterprise-authorized AI capabilities in the workplace to accelerate user requests, incident triage, and other daily operational workflows
- Support monitoring of trading applications in production for anomalies; investigate issues using standard observability tooling; identify when to escalate; and communicate clearly while proposing solutions to business and technology stakeholders
- Evaluate complex situations and trends to proactively anticipate and resolve issues, while supporting incident, problem, and change management across full-stack technology systems, applications, and infrastructure
- Apply reuse-first, AI-assisted practices within incident/problem/change routines to detect recurring interruption patterns and support validated remediation actions aligned with resiliency and security expectations
Required qualifications, capabilities, and skills
- 5+ years of experience (or equivalent expertise) troubleshooting, resolving, and maintaining information technology services
- Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production workflows, with strong validation habits and awareness of data sensitivity
- Proven ability to review and validate AI-assisted incident recommendations prior to action, escalating when uncertain and adhering to operational and security expectations
- Experience operating within an ITIL process framework
- Hands-on experience in technical support and application support
- Strong communication skills with the ability to collaborate effectively across diverse, global teams
- Advanced and demonstrated problem-solving and analytical skills, with a strong passion for technology
- Ability to perform under pressure and deliver outcomes on time
- Proactive, adaptable, independent, and self-managing, with proven capability to lead a project or initiative
- Ability to adjust effectively to changing work requirements, roles, and responsibilities
Preferred qualifications, capabilities, and skills
- Bachelor’s degree in Computer Science or a related field, or equivalent practical experience
- Proficiency in Unix, SQL, scripting, and Python
- Exposure to and/or experience supporting cloud-based technology solutions
- Experience using AI to automate and streamline daily operational tasks
- Exposure to monitoring tools such as Geneos, Dynatrace, Grafana, and Splunk
- Experience with or understanding of financial markets and trading systems is a plus
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
In this role you will help ensure the operational stability, availability, and performance of critical production application flows.