Technology Support III

JPMorganChase•Wilmington, NC

19h

About The Position

Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III team member in Corporate Technology, 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.

Requirements

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
Experience in a production / application support engineering role.
Experience of production management monitoring tools – e.g. Splunk, Grafana, APICA, etc.
Experience with web front end development frameworks such as JavaScript, Python, JQuery, etc.
Experience administering application servers, web servers, and databases.
Experience working in an Agile development environment.
Able to prioritize and manage workload and communicate issues clearly.
Strong sense of ownership and pride in the work you do – taking accountability for the accuracy and completeness of assigned work and results.
Strong analytical and problem-solving skills.

Nice To Haves

Experience with one or more general purpose programming languages and/or automation scripting
Working understanding of public cloud
Knowledge of the ServiceNow platform; ServiceNow Certified System Administrator is preferred but not essential.
Effective verbal and written communication skills.
Strong improvement mindset.
Ability to work in a fast-paced team environment, balancing competing priorities/tasks.
Ability to learn new technologies or technology concepts quickly.
Demonstrates a client-focused and team-oriented mindset – able to work effectively in a collaborative, team-oriented environment.

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
Install/upgrade/manage APIs for the various systems that interact with ServiceNow.
Improving performance and configuration by utilizing ServiceNow best practices and work closely with Product owners, Developers and Support teams for Critical applications.
Troubleshoot complex code issues and suggest or provide solutions.
Automate, monitor and maintenance of systems in a distributed, enterprise environment.
Ensure environment performance, reliability and availability.
Exploring new technologies to optimize the delivery and reliability of automation.
Interfacing with internal customers, inputting into technical solutions, advising on best practice and validating new implementations.
Developing and promoting standard operating procedures and creating processes and tooling for operation efficiency and provide off hours support (on a rota-basis) as part of the team on-call rotation that includes one weekend a month.