Major Incident - Technology Support III

JPMorgan Chase - Houston, TX

Full-time - Mid Level

Houston, TX

Credit Intermediation and Related Activities

About the position

As a Major Incident - Technology Support III team member at JPMorgan Chase, you will play a crucial role in ensuring the operational stability, availability, and performance of production application flows within the Consumer & Community Banking division. Your expertise in technology support will be essential in troubleshooting and resolving production service interruptions, fostering a culture of continuous improvement, and maintaining seamless user experiences.

Responsibilities

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership to remediate impacting incidents.
• Establish strong command and control of incidents, ensuring clear accountability and methodical evaluation of complex issues.
• Adhere to critical processes and procedures, ensuring appropriate escalations in support of production incidents.
• Apply technical knowledge to develop and drive tasks that lead to resolution of incidents.
• Distribute clear and concise communications summarizing incidents and their impact to both technical and non-technical audiences.
• Ensure accurate capture and documentation of incident data.
• Prepare materials and follow-ups for hand-off to the Root Cause Analysis phase in the Problem Management process.
• Provide 24 x 7 production support coverage as part of a global follow-the-sun team.

Requirements

• 3+ years of experience in troubleshooting, resolving, and maintaining information technology services.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment, both on-premises and in the public cloud.
• Relevant incident management experience in an enterprise-scale environment.
• Experience in Executive Presence, with the ability to summarize and present issues and solutions to Senior Managers and Executive Leadership.
• Strong critical thinking and troubleshooting skills.
• Ability to think and act independently to resolve production issues with urgency and agility.
• Proven experience achieving goals in a high-performance environment.
• Advanced analytical skills.
• Ability to multitask and work collaboratively in teams.

Nice-to-haves

• Experience with one or more general-purpose programming languages and/or automation scripting.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching