As a Technology Support II team member in Employee Platforms at JPMorgan Chase, you will ensure operational stability, availability, minimum impact and interruption of IT Services to business users in location. Be part of the team, you will be responsible for troubleshooting, and escalating to regional product team, internal or external parties, who providing such services when needed. Addition to that, you will be responsible for end-to-end support for any assigned to in-country project delivery.
In this role, you will help deliver exceptional employee experience by partnering directly with end users to provide timely technological support and solutions across Employee Platform services. As part of the Technology Support team, you will gain broad exposure by supporting JPMorgan Chase employees across our offices—from the Genius Bar to the trading floor. By joining JPMorgan Chase, you will have access to leading expertise through our global technology community and partnerships with major technology firms.
Job responsibilities
- Analyze, troubleshoot, and monitor production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm, addressing anomalies utilizing standard observability tools
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and root-cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
- Improve operational stability and availability through participation in problem management
- Assist in escalation and communication of issues and solutions to business and technology stakeholders and identify trends to support management of incidents, problems, and changes across full stack technology systems, applications, or infrastructure
- Applies reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
- Demonstrated client-service mindset with professional communication.
- Assist team to ensure that our services comply with Firmwide control standard and meeting regulatory requirement.
- Create, maintain, and regularly review standard operating procedures (SOPs) to ensure documentation remains accurate, current, and aligned with operational, risk, and control requirements.
Required qualifications, capabilities, and skills
- Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
- 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
- Experience of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
- Bachelor’s degree in computer science, Cybersecurity, Data Science, or related disciplines.
- Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud.
- Exposure to observability and monitoring tools and techniques.
- Hands-on experience of service management practice with processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
- Demonstrated service orientation with strong problem-solving and troubleshooting capabilities.
- Proactive and self-motivated, with the ability to work effectively both independently and collaboratively.
- Knowledge of programming languages or automation scripting.
- Strong risk and control mindset, including timely escalation when needed.
- Ability to document issues, procedures, and root cause analysis.
- Proficiency in spoken and written English.
- Creative and continuous improvement oriented, with a strong ability to identify and implement more effective ways of working.