CIB_Global Technology_Generic_Global_JPMC

Job Description

Application Support Business Overview About J.P. Morgan Chase & Co. J.P. Morgan is a leading global financial services firm with assets of $2.1 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity. About J.P. Morgan s Corporate & Investment Bank J.P. Morgan s Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. About J.P. Morgan s Corporate & Investment Bank Production Management Production Management acts as guardians of production for CIB, with a global workforce spread across three regions (USA, EMEA, Asia) dedicated to managing daily processing. The team manages over 2,500 applications, processing trillions of dollars a day, with over 1200 employees working toward one clear mission, making stability a competitive advantage. Position Summary Core Payments (erstwhile Banking) Production Management is seeking a resource based in Mumbai, who will support a portfolio Core Cash Management applications. The selected individual will be responsible for operating in a best in class organization, focusing on stability, incident resolution, continuous improvement and technology fundamentals (accountability, risk, standards, financial, etc.). The candidate will develop a level of expertise on the assigned portfolio, resolve incidents in a timely manner, and collaborate on an ongoing basis with other production support analysts and developers. The candidate must be able to partner and influence across all levels of the organization, including senior business leaders. The Application Support Associate is responsible for Level 2 caliber troubleshooting/triage of incidents, working trouble tickets, escalation management, monitoring infrastructure, application & middleware layers, and reporting/resolving of incidents for our production environments. Responsibilities also include the identification and use of best practices, implementation of new processes and disciplines, and management of training activities for the team members. This position will ensure that incident; problem, change management, and risk management procedures and processes are applied and followed as required. The Application Support Analyst 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. Responsibilities Responsibilities 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 1 st and 2 nd 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 results Bringing a DevOps mind-set to the entire software development life cycle, building, evolving and operating rapidly-changing resilient systems at scale,

Keyskills :
software development life cycleit supportlife cycledata martsit serviceshealth checkservice levelprocess designsmall businesssupport groupsrisk management