Technology Support III - Front-Office Production Support

JPMorgan Chase & Co.; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Production Support professional to help ensure the operational stability, availability and performance of critical trading production flows in the Equities Prime Financial Services Production Management team.

This Technology Support III role emphasizes AI-assisted incident triage, proactive problem management, ITIL-aligned processes, and collaboration with traders and technology teams to deliver a seamless user experience across global markets.

Qualifications

• 5+ years of experience troubleshooting, resolving, and maintaining information technology services.
• Experience using enterprise AI capabilities to support production workflows with strong validation habits and awareness of data sensitivity.
• Proven ability to review and validate AI-assisted incident recommendations, escalating when uncertain and adhering to security expectations.
• Experience operating within an ITIL process framework.
• Hands-on experience in technical support and application support.
• Strong communication skills with the ability to collaborate across global teams.
• Analytical and proactive problem-solving abilities, with a passion for technology.
• Ability to work under pressure and deliver outcomes on time.

Responsibilities

• Provide end-to-end application support for trading applications used by traders, ensuring reliability and availability.
• Leverage AI capabilities to accelerate user requests, incident triage, and operational workflows.
• Monitor production for anomalies; investigate issues using observability tools; escalate when needed and communicate solutions clearly to stakeholders.
• Evaluate complex situations to proactively anticipate and resolve issues across full-stack systems, applications, and infrastructure.
• Apply reuse-first, AI-assisted practices within incident/problem/change routines to detect recurring interruption patterns and remediation actions.

Skills

Troubleshooting

ITIL

Communication skills

Global collaboration

Problem solving

Adaptability

Project leadership

Independent work

Education

Bachelor’s degree in Computer Science or related field

Tools

Unix

SQL

Scripting

Python

Geneos

Dynatrace

Grafana

Splunk

Job description

Propel operational excellence by applying deep technology support expertise and a strong commitment to continuous improvement.

This Production Support role requires close partnership with the trading desk. As a Technology Support III team member within the Commercial & Investment Bank (CIB) — Equities Prime Financial Services Production Management team, you will help ensure the operational stability, availability and performance of critical production application flows. You will promote a culture of continuous improvement by troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions across internally and externally developed systems—delivering a seamless user experience.

Job responsibilities

• Provide end-to-end application support for trading applications used by business users (traders), ensuring day-to-day reliability, stability, and availability
• Leverage enterprise-authorized AI capabilities in the workplace to accelerate user requests, incident triage, and other daily operational workflows
• Support monitoring of trading applications in production for anomalies; investigate issues using standard observability tooling; identify when to elevate; and communicate clearly while proposing solutions to business and technology stakeholders
• Evaluate complex situations and trends to proactively anticipate and resolve issues, while supporting incident, problem, and change management across full-stack technology systems, applications, and infrastructure
• Apply reuse-first, AI-assisted practices within incident/problem/change routines to detect recurring interruption patterns and support validated remediation actions aligned with resiliency and security expectations

Required qualifications, capabilities, and skills

• 5+ years of experience (or equivalent expertise) troubleshooting, resolving, and maintaining information technology services
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production workflows, with strong validation habits and awareness of data sensitivity
• Proven ability to review and validate AI-assisted incident recommendations prior to action, escalating when uncertain and adhering to operational and security expectations
• Experience operating within an ITIL process framework
• Hands‑on experience in technical support and application support
• Strong communication skills with the ability to collaborate effectively across diverse, global teams
• Advanced and demonstrated problem‑solving and analytical skills, with a strong passion for technology
• Ability to perform under pressure and deliver outcomes on time
• Proactive, adaptable, independent, and self‑managing, with proven capability to lead a project or initiative
• Ability to adjust effectively to changing work requirements, roles, and responsibilities

Preferred qualifications, capabilities, and skills

• Bachelor’s degree in Computer Science or a related field, or equivalent practical experience
• Proficiency in Unix, SQL, scripting, and Python
• Exposure to and/or experience supporting cloud‑based technology solutions
• Experience using AI to automate and streamline daily operational tasks
• Exposure to monitoring tools such as Geneos, Dynatrace, Grafana, and Splunk
• Experience with or understanding of financial markets and trading systems is a plus