Technology Support II - Client Support Escalations

JPMorgan Chase & Co.•Tampa, FL

19h

About The Position

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation. As a Technology Support II team member in Commercial & Investment Bank, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement. The Technology Support II team member serves as the escalation point for internal and external stakeholders and clients, with a primary focus on resolving escalated product and service-related concerns. The scope of this role includes support for digital channels, embedded solutions, and escalations arising from transactional inquiries. In addition to escalation management responsibilities, this role manages production incidents at all severity levels, including Major Incidents, and may serve as a direct point of contact for high-profile clients.

Requirements

2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
Strong oral and written communication skills
Meets facilitation and influencing capabilities
Ability to effectively multitask with strong time management and organizational skills
Strong problem-solving, critical thinking, and decision-making abilities with attention to detail
Demonstrates technical fluency with the ability to learn and understand technical concepts
Working knowledge of Microsoft Operating Systems and Office Suite
Knowledge of applications or infrastructure in large-scale technology environments, on-premises or public cloud
Exposure to observability and monitoring tools and techniques
Familiarity with processes within the scope of the Information Technology Infrastructure Library (ITIL) framework

Nice To Haves

Multilingual proficiency: Portuguese and/or Spanish
Experience with Corporate Treasury Management, Payment Processing, and Reconciliation
Digital channels product knowledge, including connectivity protocols such as SFTP, HTTPS, and AS2
Knowledge of one or more general-purpose programming languages or automation scripting

Responsibilities

Analyze and troubleshoot production application flows to ensure end-to-end application and infrastructure service delivery supporting the firm's business operations
Enhance operational stability and availability through active participation in problem management
Monitor production environments for anomalies and address issues using standard observability tools
Support the escalation and communication of issues and solutions to business and technology stakeholders
Identify trends and assist in managing incidents, problems, and changes across full-stack technology systems, applications, and infrastructure
Represent the COS Solution Center in meetings with clients and internal partners, including client calls, business reviews, root cause analysis (RCA) discussions, and project meetings
Conduct analysis of service cases and collaborate with relevant stakeholders to mitigate potential escalations and prevent recurrence of past issues
Provide insight and expertise during the development of support documentation and procedures

Benefits

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.

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