Incident Management / Tech Support III

Propel operational success with your expertise in technology support and a commitment to continuous improvement. Join our dynamic Infrastructure Platforms Group, where innovation and technology converge to deliver exceptional products and services. As a Major Incident Manager within our Major Incident Management (MIM) team, you will play a pivotal role in ensuring the stability, resilience, and security of our operating environment, enabling both you and the products you deliver to thrive. You will lead the management of Major Incidents with significant impact on the firm's lines of business, operating within a global team that provides 24x7 coverage throughout the year using a follow-the-sun model.

As a Technology Support III team member in Infrastructure Platform Incident Management, 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 to enable successful business operations of the firm

+ Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools

+ Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders

+ Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

+ Provide leadership to meticulously review and analyze the impacts of technology controls, ensuring alignment with existing and emerging global regulatory requirements

+ Expertly identify and marshal all necessary resources, leading technology incident regulatory impact assessments under stringent time constraints to ensure the timely collection and submission of all pertinent regulatory requirements

+ Assist in the strategic development and implementation of the firm's technology policies, standards, procedures, control guidance, and training programs, fostering a culture of compliance and excellence.

+ Cultivate and maintain robust business and technology relationships, establishing yourself as a trusted partner

+ Actively design and manage a personal improvement plan to set and achieve team and individual performance goals, demonstrating a commitment to professional growth and excellence.

+ Participate in post-incident reviews and problem management activities with a dedication to continual learning and process enhancement, driving improvements in incident management practices

+ Proactively engage in improvement initiatives during incident downtime, leveraging insights and expertise to enhance system resilience and operational efficiency

**Required qualifications, capabilities, and skills**

+ 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

+ Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud

+ Experience in observability and monitoring tools and techniques

+ Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

+ Expertise in product and infrastructure support

+ Knowledge of risk and controls landscape, ensuring company-wide standards are met

+ Ability to execute within a customer-centric environment

+ Experience in Incident management process and procedures within a large techology environment

+ Excellent communication skills in leading incident resolution

+ Strong teaming skills along with building relationships across LOBs

+ Must be able to work back end shift 8amEDT to 7:30pmEDT Thursday thru Saturday and every other Wednesday

**Preferred qualifications, capabilities, and skills**

+ Working understanding of public cloud

+ Proefficient in ITSM

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans