Location: Tempe, AZ, United States

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a Technology Support III team member in Commerical & Investment Bank - Production Management team, 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:

• Serve as a Senior SME within the Issues Management Team
• Ensure timely and accurate resolution of production issues. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrix organization and manage the lifecycle of the issue until resolved
• Effectively communicate root cause analysis of issues to internal and external stakeholders as directed
• Builds and maintains strong relationships with JPMC business partners and technology teams to identify process improvement opportunities
• Collaborates with JPMC business partners and technology teams to understand application functions and related downstream processing components
• Leads and ensures assigned project activities are completed within established timelines

Required Qualifications, Skills and Capabilities

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Bachelor’s degree or minimum 7+ years or relevant experience in performing complex research, troubleshooting, resolving and writing Advanced SQL queries
• Demonstrated strong technical skills, business acumen related to data management, performing complex research and Merchant Services payments processing
• Experience with SQL, Oracle Database, AWS Cloud, AWS Snowflake, Splunk, Unix and Linux Commands
• Excellent communication skills, organizational, time management skills and client facing experience
• Ability to work independently with minimal supervision as well as collaborate within a group
• Experience with incident management, production support and problem management processes
• Experience with Large Language Models (LLM) and experience in automation

Preferred Qualifications, Skills and Capabilities

• Ability to influence and lead technical conversations with other resolver groups as directed
• Executive Presence including summarizing, recommending and presenting issues as well as solutions to Senior Managers and Executive Leadership as requested
• Able to influence internal stakeholders and peers and spearhead process improvement initiatives within Production Management
• Collaborates with Application Management and Development teams to understand application functions and related downstream processing component