Technology Support III

Testing Site - JPMC; Wilmington (DE); On-site; USD 85,000 - 120,000; Full time

Job summary

Testing Site - JPMC is seeking a Technology Support III to ensure operational stability for production application flows within Corporate Technology. You will troubleshoot, maintain, and resolve production service interruptions across systems, delivering a seamless user experience.

The role emphasizes monitoring, incident management, API management with ServiceNow, and collaboration with product owners, developers, and support teams to optimize performance and reliability.

Qualifications

• 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.
• Experience in observability and monitoring tools and techniques.
• Exposure to 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.

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
• Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• 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.

Skills

IT troubleshooting

Cloud & on-prem

Observability tools

ITIL framework

Production support

Monitoring tools

Frontend/Web tech

App/Web server & DB admin

Prioritization & ownership

Analytical thinking

Tools

Splunk

Grafana

APICA

ServiceNow

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 Technology, 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, elevate, 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


• Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders


• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure


• 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

• 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


• Experience in observability and monitoring tools and techniques


• Exposure to 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

• Experience with one or more general purpose programming languages and/or automation scripting


• Working understanding of public cloud


• Knowledge of the ServiceNow platform; ServiceNow Certified System Administrator is preferred but not essential.


• Effective verbal and written communication skills. Strong improvement mindset.


• Ability to work in a fast-paced team environment, balancing competing priorities/tasks.


• Ability to learn new technologies or technology concepts quickly.


• Demonstrates a client-focused and team-oriented mindset – able to work effectively in a collaborative, team-oriented environment.