Technology Support II

Testing Site - JPMC; Wilmington (DE); On-site; USD 70,000 - 95,000; Full time

Job summary

Testing Site - JPMC in Wilmington, DE is hiring a Technology Support II to maintain stable production application flows and optimize system performance. The role focuses on troubleshooting, monitoring, and rapid resolution of production interruptions, collaborating with product owners and developers to sustain reliability.

You'll leverage ServiceNow, API integrations, and observability tools to enhance performance, participate in problem management, and support on-call rotations for critical

Qualifications

• 2+ years of experience troubleshooting IT services.
• Experience in large-scale on-premises or cloud environments.
• Familiar with ITIL processes.
• Production/support engineering experience.
• Experience with monitoring tools like Splunk, Grafana, APICA.
• Proficient in web front-end frameworks (JavaScript, Python, JQuery).
• Experience with application servers, web servers and databases.
• Strong ownership, accountability and communication.
• Experience in an Agile development environment.

Responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end service delivery.
• Improve operational stability and availability through problem management.
• Monitor production environments for anomalies using observability tools.
• Escalate and communicate issues to business and technology stakeholders.
• Support production instances of ServiceNow.
• Install/upgrade/manage APIs for systems interacting with ServiceNow.
• Improve performance by applying ServiceNow best practices with product owners and developers.
• Troubleshoot complex code issues; automate and maintain systems.
• Ensure environment performance, reliability, and availability; explore new technologies.
• Interfacing with internal customers and validating new implementations.
• Develop and promote SOPs; participate in on-call rotation (weekends monthly).

Skills

Troubleshooting

Observability

ITIL

Production support

Scripting

JavaScript

Python

Communication

Tools

Splunk

Grafana

ServiceNow

APICA

Job description

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in Corporate Technology, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
• Support and aid in the day to day management of our production instances of ServiceNow.
• Install/upgrade/manage APIs for the various systems that interact with ServiceNow.
• Improving performance and configuration by utilizing ServiceNow best practices and work closely with Product owners, Developers and Support teams for Critical applications.
• Troubleshoot complex code issues and suggest or provide solutions. Automate, monitor and maintenance of systems in a distributed, enterprise environment.
• Ensure environment performance, reliability and availability. Exploring new technologies to optimize the delivery and reliability of automation.
• Interfacing with internal customers, inputting into technical solutions, advising on best practice and validating new implementations.
• Developing and promoting standard operating procedures and creating processes and tooling for operation efficiency and provide off hours support (on a rota-basis) as part of the team on-call rotation that includes one weekend a month.

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Experience in a production / application support engineering role.
• Experience of production management monitoring tools – e.g. Splunk, Grafana, APICA, etc.
• Experience with web front end development frameworks such as JavaScript, Python, JQuery, etc.
• Experience administering application servers, web servers, and databases. Experience working in an Agile development environment.
• Able to prioritize and manage workload and communicate issues clearly. Strong sense of ownership and pride in the work you do – taking accountability for the accuracy and completeness of assigned work and results.
• Strong analytical and problem-solving skills.

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting
• Knowledge of the ServiceNow platform; ServiceNow Certified System Administrator is preferred but not essential.
• Effective verbal and written communication skills. Strong improvement mindset.