What are the responsibilities and job description for the Application Support - Technology Support II position at JPMorgan Chase?
Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.
As a Technology Support II team member in Commercial Investment Bank Payment Technology, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.
Job responsibilities
- Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
- Improve operational stability and availability through participation in problem management
- Monitor production environments for anomalies and address issues utilizing standard observability tools
- Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
- Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure
- Provide timely triage and resolution of production incidents, ensuring adherence to defined service level agreements (SLAs) and minimizing business impact
- Collaborate with development, engineering, and infrastructure teams to implement root cause fixes and preventive measures for recurring issues
- Maintain and update operational runbooks, knowledge base articles, and standard operating procedures to ensure accurate and current documentation
- Participate in on-call rotations and provide after-hours support as needed to ensure continuous availability of critical business applications
- Execute and validate scheduled production changes, deployments, and maintenance activities in accordance with change management procedures
- Support automation initiatives to reduce manual intervention, streamline repetitive tasks, and enhance overall operational efficiency
Required qualifications, capabilities, and skills
- 2 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical discipline is required
- Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
- Exposure to observability and monitoring tools and techniques
- Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Strong analytical and problem-solving skills with the ability to assess complex technical issues and determine appropriate resolution paths under pressure
- Effective written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders
- Ability to work collaboratively in a team-oriented environment and coordinate across multiple technology and business groups
- Understanding of operating systems such as Linux or Windows in a production support context
- Familiarity with databases and the ability to write or interpret basic queries for troubleshooting and data validation purposes
- Demonstrated ability to manage multiple priorities and tasks simultaneously in a fast-paced, high-availability production environment
Preferred qualifications, capabilities, and skills
- Proficiency in one or more programming or scripting languages such as Python or Java, with the ability to develop automation scripts and support tooling
- Experience writing and optimizing SQL queries for data analysis, troubleshooting, and reporting purposes
- Hands-on experience with observability and monitoring platforms such as Grafana, Splunk, and Geneos for real-time alerting, dashboarding, and log analysis
- Exposure to cloud-based technologies, containerization platforms, or CI/CD pipelines in a production support or DevOps-oriented environment