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Our Commercial Banking division uses technology driven by innovative minds like yours to provide companies, as well as real estate owners and investors with a range of financial solutions designed to help them achieve their business goals. With annual client revenues ranging from $20 million to over $2 billion, the service and the solutions we provide is critical to both our and our clients' success.
Working in Application Support means you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm. You'll work collaboratively in teams on a wide range of projects based on your primary area of focus: design or programming. While learning to fix application and data issues as they arise, you'll also gain exposure to software development, testing, deployment, maintenance and improvement, in addition to production lifecycle methodologies and risk guidelines. Finally, you'll have the opportunity to develop professionally -and to grow your career in any direction you choose.
You will be part of a team that actively monitors and manages the incidents impacting Commercial Bank. The successful candidate would have experience of monitoring and triaging major incidents in the past with excellent written/verbal communication skills.
This role requires a wide variety of strengths and capabilities, including:
BS/BA degree or equivalent experience
Basic knowledge of application development
Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
Working knowledge of development toolset to design, develop, test, deploy, maintain and improve software
Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals
Incident Monitoring :
Monitoring, assessing impacts and communicating incidents that impact Commercial Bank regardless of the owning team.
This will involve collaborating with other lines of business teams, specifically with business teams supporting Treasury Services for client impacting issues and GTI for infrastructure issues.
Monitoring various channels such as chat, emails and multiple incident dashboards from various LOBs.
Incident Triaging with the ability to multi-task and prioritize while handling multiple incidents.
Strong interest to learn the treasury services business, business flows and other products offered by Commercial Bank.
Ability to research continuously in an unfamiliar situation to get answers which would help Commercial Bank to identify, triage, communicate and record the true impacts for the business.
Incident Command & Control:
Triaging P1 tickets which are owned by CB Tech and coordinating the resolution by engaging key resources from CB technology to resolve them within SLAs. Ability to respond and send accurate initial communication within SLA.
This will involve managing incident bridge calls, facilitating incident chats with close to real time information, escalation to senior management and driving work-streams to mitigate an incident.
The bridge call management involves complex scenarios with a large audience and requires the incident manager to provide a level set at regular intervals to senior management and ensuring decisions on production impacting scenarios are made by the appropriate senior manager owning the application.
Efficient listening, identifying who's who on the bridge, typing and multitasking skills are essential to be successful in this role
Writing timely and accurate executive style technical communications.
Providing detailed notes of highly visible production issues on a timely basis to senior management.
Sending executive communications to audience globally with accurate details of the incident and impacts to the business.
Create Post Incident Summaries with timelines and handover to Problem Management.
Maintain ticket quality by documenting all incident information and filling up in all the required fields in the incident management tool.
Key Skills/ Experience
Minimum 5 years professional experience in incident management, incident monitoring in IT operations in a financial institution.
Passionate about Incident Monitoring and committed to results in a highly critical environment. Proven analytical skills, especially in analysis of complex IT dependencies.
Multi- tasking is essential - listening, writing, reviewing and sending executive communications. Ability to work through ambiguity and work under pressure.
Good working knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements.
Bachelors or higher degree preferably in Computer Science or IT.
At least ITIL V3 foundation certified.
Previous experience of handling technology major incidents for Wholesale / Corporate Banking / Treasury Services.
Previous experience in Business Continuity / Crisis Management or Crisis Communications.
Technical/business knowledge on loan syndication and commercial real estate products.
Previous experience of handling major incident management in a shift model and turning over incidents to peers in North America.
When you work at JPMorgan Chase & Co., you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 20 technology centers worldwide, our team of 50,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $10B+ annual investment in technology enables us to hire people to create innovative solutions that will are transforming the financial services industry.
At JPMorgan Chase & Co. we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.