Technology Support

JPMorgan Chase & Co.•Boston, MA

4d•$114,000 - $155,000

About The Position

Application Support Analyst (602) provides L2 production support for business-critical applications, focusing on incident triage and resolution, monitoring and alert handling, root-cause analysis, and support for releases/changes. The role partners with engineering and business teams to maintain application availability, meet SLAs, and drive operational improvements through documentation, automation, and problem management.

Requirements

L2 production support for business-critical applications
Incident triage and resolution
Monitoring and alert handling
Root-cause analysis
Support for releases/changes
Partner with engineering and business teams
Maintain application availability
Meet SLAs
Drive operational improvements through documentation, automation, and problem management
Writing high quality, maintainable, and robust code following best practices in software engineering
Support application systems and technologies
Ensure a reliable and scalable production environment
Triaging and escalating production issues causing outages
Proactively work towards eliminating toil through systems engineering or updating application code
Create and maintain runbooks, SOPs, and knowledge articles
Document known errors/workarounds
Understand observability patterns
Implement and improve service level indicators, objectives monitoring, and alerting solutions
Automate repetitive tasks
Enhance reliability
Ability to work in a large, collaborative team
Willingness to vocalize ideas with peers and managers
Understand how to prioritize and adjust work plans
Adapt to changes in assigned responsibilities and projects
Adhere to processes and company policies

Responsibilities

Executes small to medium projects independently with initial direction and eventually graduates to designing and delivering projects by yourself
Leverages technology to solve business problems by writing high quality, maintainable, and robust code following best practices in software engineering
Support the application systems and the technologies associated with the daily operations of the business, in a timely manner, ensuring a reliable and scalable production environment.
Responsible & accountable for triaging and escalating production issue causing outages.
Recognizes the toil within your role and proactively works towards eliminating it through either systems engineering or updating application code
Create and maintain runbooks, SOPs, and knowledge articles; document known errors/workarounds.
Understands observability patterns and strives to implement and improve service level indicators, objectives monitoring, and alerting solutions for optimal transparency and analysis.
Automate repetitive tasks, and enhance reliability.
Ability to work in a large, collaborative team and demonstrates the willingness to vocalize ideas with peers and managers
Understanding of how to prioritize and adjust work plans to adapt to changes in assigned responsibilities and projects
Adhere to processes, company policies, required to deliver high quality services to clients & partners.