Technology Support III - ITIL Framework

JPMorgan Chase & Co.•Jersey City, NJ

About The Position

As a Software Engineer in Corporate Investment Bank, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in technical triaging & 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.

Requirements

Formal training or certification on software engineering concepts and 3+ years applied experience.
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
Experience in observability and monitoring tools and techniques
Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Proficiency in SQL and understanding of relational database concepts
Familiarity with Unix/Linux operating systems and shell scripting
Understanding of data structures, algorithms, and performance optimization principles

Nice To Haves

Experience with one or more general purpose programming languages and/or automation scripting
Working understanding of public cloud (AWS)
Previous experience working banking or finance industry
Experience building/configuring observability in tools such as Dynatrace, Datadog, Grafana, etc.

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
Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
Collaborates closely with Payment Technology Development, Operations, and relevant Business teams
Coordinate incidents/issues and help lead them to effective and efficient resolution within defined SLA/SLO
Organize and distribute team workload to help achieve various service levels
Documents and shares subject matter expertise within our team and organization via internal forums and communities of practice