Senior Customer Success — Global Banking Experience Intelligence

JPMorganChase; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

J.P. Morgan is seeking an Application Support Analyst within Banking & Sales Enablement—Customer Success.

The role focuses on keeping critical platforms running for Front Office users worldwide, delivering high-touch support to senior bankers, and partnering with product and engineering to resolve incidents and improve day-to-day usability. The ideal candidate will troubleshoot production issues using SQL and logs, create scalable self-service content, and drive adoption of new 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).
• 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.

Responsibilities

• Keep flagship platforms running. Own day-to-day application support to ensure stability, availability, and performance for Front Office users across global time zones.
• Deliver white-glove support as a 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. Investigate production incidents end-to-end using SQL, logs, and observability tools to isolate root causes.
• Reproduce, validate, create reproducible tests, validate dependencies, and escape effectively using runbooks.
• Partner with engineering, site reliability engineering, and product teams to drive fixes through release and stabilization.
• Monitor production for anomalies, communicate incident status, and coordinate timelines and next steps.

Education

Bachelor's degree or equivalent practical experience

Tools

ServiceNow

Jira

Job description

J.P. Morgan is seeking an Application Support Analyst within Banking & Sales Enablement—Customer Success.

The role focuses on keeping critical platforms running for Front Office users worldwide, delivering high-touch support to senior bankers, and partnering with product and engineering to resolve incidents and improve day-to-day usability. The ideal candidate will troubleshoot production issues using SQL and logs, create scalable self-service content, and drive adoption of new capabilities,