Technology Employee Service Support - Technology Support III

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a Technology Support III team member in Employee Platforms, Technology Management Team, 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

• Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure
• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
• Demonstrated client-service mindset with professional communication between stakeholders and product services and follow-through the stakeholder’s requirement until delivery.
• Support the compliance and control activities of internal and external regulator audits while addressing and tracking all issues and action plans if any in a timely manner.
• Manage internal and external product/service providers according to JPMC standard and regulatory requirement.
• Partner with vendors, control functions, and stakeholders to deliver business requirements

Required qualifications, capabilities, and skills

• Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public clouds
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Bachelor’s degree or equivalent in Technology Infrastructure, AI and clouds related field.
• Strong communication skills and the ability to interact comfortably with colleagues, stakeholders, and management.
• Highly motivated, proactive, and able to work well both independently and as part of a team.

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Strong risk and control mindset, including timely escalation when needed.
• Proficiency in spoken and written English and Mandarin.
• Demonstrates creativity in problem-solving and seeks new ways of doing things.