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Lead technology support for JPMorgan Chase's eTrading FICC platform across APAC.
Drive incident resolution, automation, and AI-driven triage for high‑availability trading systems.
Description
As an Application Support Engineer (Production Support/SRE) supporting the eTrading FICC Technology organization at JPMorganChase, you will play a pivotal, business-facing role focused on the stability and resiliency of electronic trading platforms across Fixed Income, Currencies, and Commodities (FICC) . Your primary responsibilities will include providing production application support for critical eTrading services used across Asia Pacific and globally , partnering closely with Front Office, Operations, and technology teams.
You will act as the primary technology liaison for trading and operations stakeholders in Singapore, Japan, Hong Kong, and Australia , delivering business-oriented production support and driving incidents through to resolution with clear communication, disciplined execution, and strong risk awareness.
Job responsibilities
- - Deliver technology application support to FICC eTrading business and operations teams across the Asia Pacific region
- - Review and implement technology releases, infrastructure updates, disaster recovery exercises, and patch management for eTrading platforms
- - Oversee production technology incidents, ensuring prompt engagement, escalation, and clear communication with business, technology, and vendor partners
- - Troubleshoot database issues and address data/report concerns impacting trading workflows (e.g., pricing, execution, trade capture, reference/market data)
- - Enhance support documentation and operational procedures (runbooks, playbooks, escalation paths)
- - Collaborate within a global, follow-the-sun support model
- - Serve as a Subject Matter Expert (SME) for key eTrading applications/services, maintaining global best practices and standards
- - Conduct root cause analysis (RCA) after incidents, identify, track, and implement preventive actions to reduce recurrence and improve resiliency
- - Contribute to the development of tools, frameworks, and techniques to boost productivity and quality in production support, applying SRE principles.
- - Develop and maintain automation to improve platform reliability, reduce manual toil, and increase team efficiency
- - Provide support during early APAC hours and participate in rotational weekend coverage aligned to market/trading coverage needs
- - Lead team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data
- - Apply reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations
Required qualifications, skills, and capabilities
- - Bachelor’s degree in Engineering, Computer Science, or Information Technology
- - 10+ years of experience in application support and production management for business-critical platforms
- - Proven experience in Production Support and SRE, with a solid understanding of SRE protocols and methodologies (availability, incident response, error budgets, automation/toil reduction)
- - Support management skills, including designing/using monitoring dashboards, generating service KPIs, reporting on stability and performance, and monitoring logs/message buses
- - Experience in technology disaster recovery planning and execution for time-sensitive services
- - Demonstrated ability to lead Incident and Problem Management calls for business-critical outages, conduct post-incident analysis, and implement preventive measures
- - Excellent analytical and problem-solving abilities in high-pressure, time-sensitive environments
- - Capable of driving issue resolution across multiple support teams and stakeholders (Front Office, Operations, Infrastructure, vendor/third parties where applicable)
- - Demonstrated experience using enterprise-authorized AI to support production operations workflows, validating AI-assisted incident recommendations before action, escalating when uncertain, and ensuring data sensitivity and operational, security, and auditability alignment
- - Operating systems & scripting: Unix; Python and Linux/UNIX shell scripting
- - Databases: Oracle, PostgreSQL, Cassandra
- - Monitoring/telemetry & log analysis: Splunk (log analysis/monitoring), AppDynamics, Dynatrace, Grafana, ITRS Geneos
- - Scheduling & cloud exposure: Control-M, Autosys; cloud platforms familiarity (AWS, Google Cloud) is advantageous
Preferred qualifications, capabilities, and skills
- - ITIL v4 certification is a plus.
- - AWS experience and certification, including familiarity with core AWS services (EC2, S3, EKS, RDS, CloudWatch), is desirable.