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Infrastructure Service Support Analyst - L1 Application Performance Monitoring, Consumer and Community Banking

Req #: 180009755
Location: Singapore, 01, SG
Job Category: Technology
Potential Referral Amount: 8000 Singapore Dollar (SGD)
As an Infrastructure Service Support Analyst, you are responsible for providing our customers and clients with a stable, secure environment in which to conduct business and utilize the services provided by JPMorgan Chase. You are responsible for following established Production Assurance processes and acting in the best interest of our firm. You will have opportunities to display initiative and take ownership for projects, as assigned.
Your responsibilities include but are not limited to: providing daily production support, assisting in reporting significant issues and their impacts to CCB management along with any other reporting needs deemed important or necessary.
Key Responsibilities
Production Event Monitoring
  • 24x7 Eyes on glass monitoring of Critical Business Applications and Infrastructure
  • Rapid identification and response to monitoring alerts
  • Triage alerts and perform fault domain isolation
  • Review of monitoring tools to ensure accuracy and keep tools evergreen
  • Review application dashboards and identify chronic issues and help determine root cause analysis
  • Provide strong, confident & vocal representation on Priority One Incident bridge calls.
  • Ensure you are technically knowledgeable with all monitoring tools and alerts to enable you to give accurate information on bridge calls that will point resolver groups to the road of mitigation.
  • Apply an analytical approach to problem solving.
  • Identify and take ownership of areas of development within our tools and alerts. Ensure these areas are put into the Command Center Lifecycle improvements process.
Key Skills/Experience
  • 5+ years of relevant experience within a technology environment is required
  • Incident management experience
  • Extensive customer service and client interaction skills
  • Experience conducting root cause analysis, documenting findings, and designing plans to rectify production issues
  • Ability to properly address and resolve production issues
  •  Demonstrates excellent  verbal and written communication skills necessary to work effectively with a variety of individuals and organizations
  • Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint
  • Able to work a 12 hour shift pattern as determined by the hiring manager (this will include weekend working).
  • 1 + year experience with WILY, Netcool, SCOM, Splunk and Dynatrace monitoring tools.
  • 1 - year experience in developing Splunk applications Or EDGE Appboard/EnPortal
  • Experience in working in large scale Global Command Centers
  • Experience working with geographically distributed and culturally diverse work-groups
  • Bachelors degree or equivalent
Our Consumer & Community Banking Group depends on innovators like you to serve nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits.  You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
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 14 technology hubs worldwide, our team of 40,000+ 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 $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world. 
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.
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