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Technology Support II, Major Incident Manager



IT, Customer Service
Posted on Thursday, July 11, 2024

Job Description

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in Corporate Technology, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in 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

  • Determine and ensure execution of appropriate actions to recover business services as quickly as possible
  • Run the technical bridge to drive all diagnostic and resolution activities
  • Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, different lines of business, and perform on-call support as required
  • Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident
  • Participate and proactively contribute in process improvement during incident downtime, post-incident reviews and problem management activities to ensure improved future performance of the team
  • Actively design and manage personal improvement plan to set and meet team and individual performance goals
  • Review the Corporate Technology environment to proactively identify events or lower severity incidents that could have major business impact if not resolved swiftly

Required qualifications, capabilities, and skills

  • Bachelor's degree in Computer Science, Information Technology or related disciplines
  • Minimum of 2 years’ experience in incident management, production support, IT operations or application support
  • Previous experience managing Major Incidents in a corporate environment, with In-depth knowledge and understanding of Incident Management practices, skills and tools
  • Automation/coding/experience is a definite asset (SQL/Python/Java/Splunk)
  • Experience with Incident Management tool ServiceNow is required
  • Excellent communication skills, able to communicate with senior Technology and Business management, and able to exercise judgement and sound decision-making under pressure
  • Strong team player, ability to foster relationships from both a business and technical point of view as well as influence others across all contributing teams and disciplines