Technology Support III - ITIL Framework

Testing Site - JPMC; Jersey City (NJ); On-site; USD 110,000 - 160,000; Full time

Job summary

Testing Site - JPMC in Jersey City is seeking a Software Engineer to help maintain production stability, availability, and performance across critical application flows. You will triage problems, identify root causes, and drive continuous improvement across our systems.

The role involves collaborating with IT and business teams, monitoring production environments, and resolving incidents within SLA/SLO. Strong skills in SQL, Unix/Linux, and large-scale IT environments are essential.

Qualifications

• Formal training or certification on software engineering concepts.
• 3+ years of 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 ITIL framework processes.
• Proficiency in SQL and understanding of relational database concepts.
• Familiarity with Unix/Linux operating systems and shell scripting.
• Understanding of data structures, algorithms, and performance optimization principles.

Responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm.
• Supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability.
• Assist in monitoring production environments for anomalies and address issues using standard observability tools.
• Identify issues for escalation and communication, and provide solutions to stakeholders.
• Analyze complex situations to anticipate and solve incident, problem, and change management for full stack systems.
• Collaborates with Payment Technology Development, Operations, and business teams.
• Coordinate incidents/issues and guide them to resolution within defined SLA/SLO.
• Organize and distribute team workload to achieve service levels.
• Document and share SME knowledge via internal forums.

Skills

Software engineering concepts

Troubleshooting

Observability & monitoring

ITIL awareness

SQL

Unix/Linux

Data structures & algorithms

Tools

Dynatrace

Datadog

Grafana

Job description

We have an exciting and rewarding opportunity for you to take your software engineering career to the next level.

As a Software Engineer in Corporate Investment Bank, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in technical triaging & 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

• 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
• Collaborates closely with Payment Technology Development, Operations, and relevant Business teams
• Coordinate incidents/issues and help lead them to effective and efficient resolution within defined SLA/SLO
• Organize and distribute team workload to help achieve various service levels
• Documents and shares subject matter expertise within our team and organization via internal forums and communities of practice

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 3+ years applied experience.
• 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
• Proficiency in SQL and understanding of relational database concepts
• Familiarity with Unix/Linux operating systems and shell scripting
• Understanding of data structures, algorithms, and performance optimization principles

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud (AWS)
• Previous experience working banking or finance industry
• Experience building/configuring observability in tools such as Dynatrace, Datadog, Grafana, etc.