Senior Banking Platform Success Lead

JP Morgan Chase; City of Westminster; On-site; GBP 50,000 - 75,000; Full time

Job summary

JPMorgan Chase & Co. is seeking an Application Support Analyst to keep flagship platforms running for Front Office users worldwide.

You will troubleshoot incidents end-to-end, triage issues, and drive rapid resolutions while coordinating with engineering, product, and SRE teams. You will translate complex technical changes into clear, banker-friendly outcomes and contribute to self-serve enablement content, onboarding, and higher adoption of time-saving capabilities.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Min 3 years of experience in application support, technology operations, or customer success (financial services).
• Experience using an incident and request management platform such as ServiceNow.
• Demonstrated ability to troubleshoot production issues using SQL, logs, and observability tooling.
• Strong customer-centric approach in high-visibility Front Office environments.
• Excellent written and verbal communication, translating technical details to business outcomes.

Responsibilities

• Keep flagship platforms running: ensure stability, availability and performance for Front Office users.
• Deliver white-glove support as first contact for senior bankers.
• Troubleshoot incidents end-to-end, triage, prioritize, and drive resolutions within SLAs.
• Diagnose production incidents using SQL, logs and observability tools to identify root causes.
• Create reproducible tests and escalation runbooks to validate dependencies.
• Partner with engineering, site reliability and product teams to drive fixes.
• Monitor production for anomalies and coordinate incident communications.
• Translate technical changes into banker-friendly outcomes to improve usability.
• Develop enablement content and onboarding materials to boost adoption.
• Promote new capabilities and AI-powered features to increase value.
• Produce ad-hoc system health and usage reports for leadership.

Skills

SQL

Troubleshooting

Communication

Incident management

SRE liaison

Automation scripting

Mobile/web apps support

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Observability tools

Jira

Job description

JPMorgan Chase & Co. is seeking an Application Support Analyst to keep flagship platforms running for Front Office users worldwide.

You will troubleshoot incidents end-to-end, triage issues, and drive rapid resolutions while coordinating with engineering, product, and SRE teams. You will translate complex technical changes into clear, banker-friendly outcomes and contribute to self-serve enablement content, onboarding, and higher adoption of time-saving capabilities.