Technology Employee Service Support - Technology Support III

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

As a Technology Support III team member in Employee Platforms, Technology Management 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, escalate, 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 and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure
• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
• Demonstrated client-service mindset with professional communication between stakeholders and product services and follow-through the stakeholder’s requirement until delivery.
• Support the compliance and control activities of internal and external regulator audits while addressing and tracking all issues and action plans if any in a timely manner.
• Manage internal and external product/service providers according to JPMC standard and regulatory requirement.
• Partner with vendors, control functions, and stakeholders to deliver business requirements

Required qualifications, capabilities, and skills

• Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
• 3+ 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 support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public clouds
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Bachelor’s degree or equivalent in Technology Infrastructure, AI and clouds related field.
• Strong communication skills and the ability to interact comfortably with colleagues, stakeholders, and management.
• Highly motivated, proactive, and able to work well both independently and as part of a team.

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Strong risk and control mindset, including timely escalation when needed.
• Proficiency in spoken and written English and Mandarin.
• Demonstrates creativity in problem-solving and seeks new ways of doing things.