You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients.

As a Digital Production Support Senior Associate at JPMorgan Chase Commercial Banking Digital Product Operations Team, you will provide application support as a highly effective individual. The Commercial Banking Digital team is responsible for digital (.com, mobile, API) channel management, digital product management and digital design and development for JPMorgan Chase’s Commercial Banking business. This is a hands-on coordinating role with Product and Engineering to drive resolution of production issues impacting our clients. 

Job Responsibilities:

• Lead prioritization and resolution of production support issues impacting our clients 
• Facilitate technical calls with Engineering and Product to analyze production support issues
• Lead root cause analysis efforts to identify underlying problems, workarounds and/or strategic solutions
• Participate in critical incident response calls and serve as an escalation point for production issues 
• Organize and manage communications to keep clients and client-facing support teams aware of production issues and resolutions 
• Respond actively to service requests from client-facing support teams, operations, risk/control partners, etc. 
• Help define improve incident management processes for our digital applications 

Required Qualifications, Skills And Capabilities:

• BS/BA degree or equivalent experience
• 3 years of hands-on experience in Production Support
• Experience with ServiceNow, Splunk, Grafana, Dynatrace.
• Working knowledge of production support role, incident, problem and change management. 
• Excellent problem people management skills and execute measures to reduce repeat occurrence. 
• Strong knowledge of relevant applications and development of life cycles 
• Proven expertise in application development and support environment 
• Understanding of Web and mobile applications. 
• Understanding of risk controls and compliance to departmental and company-wide standards 

Preferred Qualifications, Skills And Capabilities:

• Ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work 
• Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals 
• Ability to run production incident conferences bridges