Technology Support III

JPMorgan Chase & Co.; Bournemouth; On-site; GBP 35,000 - 60,000; Full time

Job summary

A leading financial services company is seeking a Technology Support III in Bournemouth. You will ensure operational stability and performance of production applications while managing incidents and troubleshooting issues across the organization. Ideal candidates are experienced in IT service management and possess strong communication skills, ready to contribute to continuous improvement initiatives.

Qualifications

• Experience in IT services and incident management.
• Excellent communication and facilitation skills.
• Understanding of technology infrastructures.

Responsibilities

• Execute Incident Management processes from start to finish.
• Manage incident communication and recover business services quickly.
• Drive diagnostic and resolution activities across teams.

Skills

Troubleshooting

Incident Management

Communication

Team Player

Technical Knowledge

Tools

Service Now

ITIL Framework

Job description

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Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III team member in the Corporate and Investment Bank, 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

• Executing the Incident Management processes from initiation to resolution using strong facilitation, planning and time management.
• Command and control of Incident bridges with business, technology, and external vendors.
• Assess and prioritise multiple incidents based on the customer, business, regulatory, reputational, and financial impacts, knowing when to escalate without sacrificing SLA commitments.
• Facilitate timely communications to customers to help manage their experience using our communication tooling
• Determine and ensure execution of appropriate actions to recover business services as quickly as possible.
• Drive the technical bridge to manage all diagnostic and resolution activities.
• Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, and JPMC lines of business.
• Ensure high quality, consistent, accurate incident, and process-related data.
• Participate in post-incident reviews and problem management activities.
• Proactively contribute to improvement activities during incident downtime.

Required qualifications, capabilities, and skills

• Troubleshoot, resolve, and maintain information technology services with experience or equivalent expertise.
• Run incident bridges/Zoom sessions for application and/or technology issues.
• Understand Incident Management best practices, skills, and tools.
• Exhibit excellent written and oral communication skills, demonstrating confidence with senior technology and business management.
• Influence others across all contributing teams and disciplines.
• Be a strong team player, fostering relationships from both a business and technical perspective, with a strong adherence to processes and procedures.
• Demonstrate knowledge of applications or infrastructure in large-scale technology environments, both on-premises and in the public cloud.
• Apply processes within the scope of the Information Technology Infrastructure Library (ITIL) framework.
• Possess a broad understanding of technology frameworks across mainframe, midrange, distributed, and cloud technologies.
• Have a general understanding of Financial Services and key drivers of business performance.

Preferred qualifications, capabilities, and skills

• Application or production support experience preferred although Application Development experience a plus
• Experience with Service Now is preferred
• ITIL training and certification preferred
• Working understanding of public cloud
• Committed to process improvement, LEAN and/or Six Sigma training a plus