Technology Support III

JPMorgan Chase & Co.; Plano (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technology Support III to ensure operational stability, availability, and performance of production application flows.

You will troubleshoot, maintain, and resolve production interruptions across internal and external systems to deliver a seamless user experience. Required experience includes 3+ years in IT operations, with strong knowledge of on-prem and cloud environments, and familiarity with AI-assisted incident workflows and observability tools such as

Qualifications

• 3+ years of IT operations or support experience.
• Experience in large-scale on-premises and cloud environments.
• Familiarity with AI-assisted incident workflows and data sensitivity.
• ITIL framework awareness.
• Proficient with observability and monitoring tools such as Dynatrace, Grafana, and Splunk.

Responsibilities

• Provide end-to-end service delivery to enable business operations.
• Maintain systems for operational stability and availability.
• Monitor production environments for anomalies and address issues.
• Use AI capabilities to speed incident triage and trend analysis.
• Escalate issues and communicate with stakeholders.
• Investigate and resolve data-related incidents.
• Perform root cause analysis and implement preventive measures.
• Document KT articles and processes.
• Analyze complex situations to support incident/problem/change management.

Skills

Troubleshooting

Incident management

IT operations

AI-assisted workflows

Security awareness

Tools

Dynatrace

Grafana

Splunk

Job description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Corporate Sector - Finance/ GFT - Tech Invest Governance team, 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, escape, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outpus and handling operational data according to sensitivity security requirements
• Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
• Investigate and resolve data-related incidents, including quality issues, performance problems, and connectivity failures
• Perform root cause analysis on production issues and implement preventive measures to reduce future occurrences
• Applies resuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remedation actions aligned to resiliency and security expectations
• Knowledge building and gathering that results in KT articles, processes, and documentation
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Demonstrates experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity
• Experience in observability and monitoring tools and techniques specifically in Dynatrace, Grafana and Splunk including configuration, integration and analysis of application and infrastructure metrics
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Understanding of AWS services (EC2, IAM, S3, Lambda, CloudFormation, etc.) architecture, and best practices