Technology Support III
IT, Customer Service
Plano, TX, USA
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Corporate Sector - Finance/ GFT - Tech Invest Governance 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
- Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
- Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
- Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outpus and handling operational data according to sensitivity security requirements
- Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
- Investigate and resolve data-related incidents, including quality issues, performance problems, and connectivity failures
- Perform root cause analysis on production issues and implement preventive measures to reduce future occurrences
- Applies resuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remedation actions aligned to resiliency and security expectations
- Knowledge building and gathering that results in KT articles, processes, and documentation
- Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
Required qualifications, capabilities, and skills
- 3+ 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
- Demonstrates experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity
- Experience in observability and monitoring tools and techniques specifically in Dynatrace, Grafana and Splunk including configuration, integration and analysis of application and infrastructure metrics
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations
- Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Preferred qualifications, capabilities, and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud
- Understanding of AWS services (EC2, IAM, S3, Lambda, CloudFormation, etc.) architecture, and best practices
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
Our Corporate Technology team relies on smart, driven people like you to develop applications and provide tech support for all our corporate functions across our network. Your efforts will touch lives all over the financial spectrum and across all our divisions: Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and within the Corporate Administrative Office. You’ll be part of a team specifically built to meet and exceed our evolving technology needs, as well as our technology controls agenda.
Ensure operational excellence in a large-scale technology environment to enable successful business outcomes.