Global Banking Support Architect | AI-Driven Success

JPMorgan Chase & Co.; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

JPMorgan Chase & Co. in London is seeking an Application Support Analyst to keep mission-critical banking platforms running smoothly for Front Office users across global time zones.

You will combine hands-on troubleshooting with direct engagement, partnering with product and engineering to resolve incidents, reduce recurring issues, and improve day-to-day usability. This role emphasizes clear communication, proactive enablement content, and adoption of new capabilities including AI-powered

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Min 3 years in application support, technology operations, or customer success (financial services).
• Experience with an incident and request management platform (such as ServiceNow).
• Demonstrated ability to troubleshoot production issues using SQL, logs, and standard observability tooling.
• Strong customer-centric approach and comfort operating in a high-visibility Front Office environment.
• Strong written and verbal communication skills, with the ability to translate technical details into practical business outcomes.
• Proven ability to prioritize effectively and manage competing demands in a fast-paced environment.
• Willingness to support deployments and maintenance releases outside standard hours when needed, including occasional weekends.
• Ability to work effectively across product, engineering, and business stakeholders to drive outcomes.

Responsibilities

• Keep flagship platforms running.
• Deliver white-glove support as first point of contact for senior bankers and coverage teams
• Troubleshoot complex issues end-to-end; triage issues, manage priorities, and drive resolutions within defined service levels while keeping stakeholders informed
• Diagnose incidents fast using SQL, logs, and observability tools to isolate root causes
• Reproduce, validate, upscale; create reproducible tests and validate dependencies
• Partner across engineering, site reliability engineering, and product to drive fixes through release and stabilization
• Monitor production for anomalies, elevate promptly, and coordinate incident communications (impact, timeline, next steps)
• Translate tech for bankers; convert technical change into banker-friendly outcomes
• Enable the business; build and refresh enablement content, onboarding materials, and self-serve support
• Grow adoption of new capabilities including AI-powered features
• Report on system health, support volume, and user sentiment for leadership visibility

Skills

SQL

Troubleshooting

Customer focus

Communication

Prioritization

Cross-team collaboration

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira

Observability tools

Job description

JPMorgan Chase & Co. in London is seeking an Application Support Analyst to keep mission-critical banking platforms running smoothly for Front Office users across global time zones.

You will combine hands-on troubleshooting with direct engagement, partnering with product and engineering to resolve incidents, reduce recurring issues, and improve day-to-day usability. This role emphasizes clear communication, proactive enablement content, and adoption of new capabilities including AI-powered