JPMorgan Chase Bank, N.A.
Major Incident - Technology Support III
JPMorgan Chase Bank, N.A., Houston, Texas, United States, 77246
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Major Incident - Technology Support III team member in Consumer & Community Banking, Mission Control, 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
Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidentsEstablishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.Adhering to critical process and procedure, and appropriate escalations in support of production incidentsApplying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolutionDistribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiencesEnsure incident data is accurately captured and documentedPriming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management processWorking as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basisRequired qualifications, capabilities, and skills
3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology servicesDemonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloudRelevant Incident management experience in an enterprise scale environmentExperience in Executive Presence, including the ability to summarize, recommend, and present issues and solutions to Senior Managers and Executive Leadership as neededPossess critical thinking and troubleshooting skillsStrong ability to think and act independently to resolve production issues with a sense of urgency and agilityProven experience of achieving goals in a high-performance environmentAdvanced analytical skillsAbility to multitask, work collaboratively in teams and develop meaningful relationships to achieve common goalsExperience in observability and monitoring tools and techniquesExposure to processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkPreferred qualifications, capabilities, and skills
Experience with one or more general purpose programming languages and/or automation scripting
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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 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.
Equal Opportunity Employer/Disability/Veterans
As a Major Incident - Technology Support III team member in Consumer & Community Banking, Mission Control, 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
Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidentsEstablishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.Adhering to critical process and procedure, and appropriate escalations in support of production incidentsApplying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolutionDistribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiencesEnsure incident data is accurately captured and documentedPriming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management processWorking as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basisRequired qualifications, capabilities, and skills
3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology servicesDemonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloudRelevant Incident management experience in an enterprise scale environmentExperience in Executive Presence, including the ability to summarize, recommend, and present issues and solutions to Senior Managers and Executive Leadership as neededPossess critical thinking and troubleshooting skillsStrong ability to think and act independently to resolve production issues with a sense of urgency and agilityProven experience of achieving goals in a high-performance environmentAdvanced analytical skillsAbility to multitask, work collaboratively in teams and develop meaningful relationships to achieve common goalsExperience in observability and monitoring tools and techniquesExposure to processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkPreferred qualifications, capabilities, and skills
Experience with one or more general purpose programming languages and/or automation scripting
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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 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.
Equal Opportunity Employer/Disability/Veterans