Applications Support

Job Description

The Application Support Associate is required to quickly evaluate information, engage and assist technology staff, and communicate issues to help remediate and resolve production problems efficiently and effectively. In support of incident management and problem management functions, they work closely with other groups as needed to mitigate client impacts and operate within defined SLAs. They are accountable to develop and implement tactical and strategic approaches to eliminate incidents, or the reoccurrence of service disruptions, to lower the probability of reoccurrence, or to lessen the impacts from incidents. Included in the expectations is a requirement to continually drive process improvements. The Application Support Analyst is also responsible for coordinating with various Project Management groups to understand current projects and be part of the overall program delivery model, including review and acceptance of key project deliverables into production environments. They will ensure all required monitoring and training of support updates are completed prior to production acceptance. ResponsibilitiesResponsibilities include (but are not limited to) the following:Interacts with peer groups, as needed in delivering the objectives for the production operations unit assigned. Maintains effective relationships with core and extended program team members, peers, senior stakeholders and business managers.Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation s overall standards and operations objectives.Ensures monitoring alerts and systems events are assessed, prioritized, and managed Manages client impacting incidents including business impact assessment, technical resolution, engagement, and communications Ensures team complies with JPMC standards, regulations, and corporate requirements Automate routine tasks by scripting or other coding means Create & maintain operational metricsDrives the implementation and adherence to incident, problem, and change management processes Performs 1st and 2nd level support for application and platform incidents as neededEnsures potential client impacting incidents are identified and remediated prior to client impact or remediated as soon as possible after issues arise Builds and maintains strong relationships with JPMC technology teams and business partners to identify process improvement opportunities Collaborates with JPMC technology teams and business partners to understand application functions and related downstream processing components Drives continuous improvement of services and processes in order to increase platform stability and realize operational efficiencies Participates in post incident reviews for client impacting incidents Identifies post incident review action items and process improvement opportunities Works with Change Management/ Release Managers on the evaluation of change events Manages technical bridges and/or business bridges, as required, as well as uses knowledge of support organizations to minimize MTTR (Mean Time to Recover) Supports or leads as needed Resiliency events (Disaster Recovery, Sustained Resiliency, etc.) Ensures Business Continuity objectives are metAligns service offerings with business strategies, goals, and objectives Assists in translating business requirements into proposed IT services & solutions Develops and distributes performance metrics for core services and reporting for the unitDesigns & implements customer satisfaction surveys and measurements Develops and maintains process and procedure documentation (knowledge management) Collaborates with technology and business partners to continuously identify proactive monitoring and health check opportunities Assures Operations Run Book and other knowledge management documents are up to date Contributes to the evaluation, implementation, and ongoing maintenance of monitoring tools usedProvides technical and procedural training, coaching and guidance to support analystsAssists manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior managementEnsures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporations overall standards and operations objectivesDrives development and adherence with Service Level Agreements (SLAs) for the unitCoordinates completion of Fire Drills or other team practices that drive increased team capabilities and resultsBringing a DevOps mind-set to the entire software development life cycle, building, evolving and operating rapidly-changing resilient systems at scaleQualifications

• Must have full life-cycle experience in large, global multi-tiered systems, preferably in the financial industry and with core cash management systems
• Excellent interpersonal relationship and communication / presentation skills
• Strong technical documentation skills
• Experience working in a relational database environment (e.g. SYBASE, ORACLE, DB2)
• Oracle
• SQL
• Unix (commands, scripting )
• Python (Any Level)
• MQ series, NDM, Geneos, Dynatrace, would be a plus
• Using Schedulers (Eg: Control-M and Autosys)
• A strong application development background with a solid understanding of development methodologies and / or
• Understanding of the design and implementation of automated proactive monitoring and health checks
• ITIL Incident management life cycle skills and experience
• Knowledge of incident, problem management, ticket, change, and risk management processes and tools
• Experience with setup and tuning of application monitoring tools (Dynatrace, Geneos, Tivoli, Splunk, OEM, or similar).
• Experience supporting applications using the following technologies: Wintel, Linux, Sun OS, Apache, FTP, SFTP,
• ETL (basics)
• Splunk queries
• Tomcat
• Jira
• Knowledge (documentation) management experience
• Ability to influence and lead technical conversations with varied IT support groups
• Able to make trusted and unbiased judgments
• IT process design & implementation skills and experience
• Excellent analytical and problem-solving skills
• Ability to work independently as a self-starter, and within a team environment
• Excellent prioritization, organizational and time management skills
• Solid experience in documenting requirements and technical specifications
• Excellent oral and written communication skills
• Influence and negotiation skills

Professional Skills:

• Communication (written and verbal) - Advanced
• Consulting - Advanced
• Co-ordination Skills - Advanced
• Crisis Management Skills - Advanced
• Customer/Client Needs management - Advanced
• Problem Management - Advanced
• Results Delivery - Advanced
• Firm/Business Knowledge - Proficient
• Industry Acumen - Proficient
• Influence/Persuasion - Advanced
• Innovation Advanced

Education and Experience-

• Bachelors degree in Engineering, Computer Science, or Information Technology. Masters degree in Finance, Computer Science, or Information Technology a plus.
• 3 years performing development or production support for a suite of Financial Services Applications
• Knowledge of ITIL (Information Technology Infrastructure Library) production support best practices
• Understanding of Financial and Banking applications or related business experience is a plus

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Keyskills :
software development life cycleit supportlife cycleit serviceshealth checkmusic makingservice levelprocess designsmall businesssupport groupsrisk managementcash management