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L2 Application Support Analyst (Payments - Middleware)

Req #: 170075057
Location: Columbus, OH, US
Job Category: Technology
Potential Referral Amount: 3000 US Dollar (USD)

JP Morgan Chase is undertaking an aggressive digital transformation agenda within the Consumer and Community Bank (CCB) which serves over 50 million customers, and which builds on the success of the current mobile and online service offerings. JPMC is investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The Digital organization supports public Internet sites for many J. P. Morgan Chase lines of business and is comprised professionals located throughout the US and has several offshore components. Digital works closely with all lines of business to deliver the best possible customer experience. J.P. Morgan Chase's online sites are currently among the top ranked in the industry. Digital’s goal is to provide consistent, integrated internet applications that are intuitive, dependable and easy to use for all customers and to position JPMC as the undisputed leader in digital financial services and payments.

 

As an Application Support Analyst in Consumer and Community Banking (CCB) for Tech Ops Batch, you will be responsible for providing production support and problem management, in support of critical, customer impacting applications. The team is comprised of high performing individuals located in the US and India providing a 24x7 support model.

 

Application Support & Monitoring:

  • Monitor infrastructure, servers, databases, distributed batch jobs.
  • Aggressively respond to service requests 
  •  Troubleshoot or escalate technical issues, working to provide solutions quickly.
  • Support Production Releases and High Availability events.


Incident Management:

  • Coordinate incident management coverage to ensure appropriate coverage
  • Call facilitation, coordination and communications during critical incident situations
  • Call documentation, queue management, ticket analysis and interface to impacting lines of business for incident impact analysis via the Production Assurance process
  • Subject Matter Expert for incidents related to batch during highly visible issues
  • End to end view of issues for objectivity
  • Influence senior technology leads across various organizations to ensure timely resolution of incidents

 

Problem Management:

  • Participate and ensure RCA (root cause analysis) activities on client impacting incidents are executed and action items are assigned / completed.
  • Provide expertise and support during critical incidents, interfacing with all impacted groups to better manage the message.
  • Chronic issue coordination and leadership.
  • Guidance to all staff involved and vendors in driving a coordinated approach for results.

 

The ideal candidate will possess excellent communication and interpersonal skills, the ability to multitask and work through issues in a fast paced, complex, operations environment.

Additional scope of responsibilities will entail: 

  • Take responsibility and ownership for the application and its long term success
  • Take initiative to identify issues, troubleshoot and drive short term incident resolution.
  • Identify recurring systemic issues and drive problem management of both long term and short term fixes, working with internal and external groups for long term resolution, process improvements, enhancements
  • Troubleshoot technical issues; escalate and work with appropriate technology teams to provide solutions.
  • Support Production Releases and High Availability events off of normal business hours
  • Be effective at documenting and communicating technical information to improve team processes
  • Escalate to outside groups and vendor partners on issues and process improvements
  • Willing participant of an on-call rotation, functioning as primary on call Level 2 support for Chase.com Move Money, Alerts and Gateway processes.
  • 5+ years of Application Development work experience throughout the entire project lifecycle
  • 5+ years Application Production Support
  • Should be able to provide 24/7 on-call support
  • Proven experience in incident/problem management.
  • Experience with log analysis and monitoring tools such as SPLUNK, DynaTrace, Opnet
  • Understanding of the Java/J2EE technology stack and web technologies
  • Experience with Unix/Linux, JDBC
  • Experience with relational databases such as DB2
  • Knowledge of queue technologies, such as MQ/JMS
  • Strong XML technology experience (XSD, XPath, XQuery, XSLT, etc.)
  • Excellent communication skills, both verbal and written, with the ability to lead/manage large conference calls. Comfortable providing clear problem descriptions and guidance to business users in a time critical environment. 
  • Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process.
  • Excellent influence, negotiation and presentation skills.
  • Experience in working with cross line of business teams, Outside Service Providers and Partner Organizations.
  • Experience with Incident Management methodologies, systems and tools.
  • Outstanding interpersonal skills and ability to establish strong relationships with all levels of management.
  • Solid understanding of the major functionality bundled into a release, both from a technology and business point of view.
  • Strong knowledge of relevant applications and development life cycles.
  • Experience working with geographically distributed and culturally diverse work-groups.
  • Strong desire to learn new technology.
  • Ability to work independently as a self-starter, and within a team environment. Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously.
  • Working knowledge of Microsoft products, including Outlook, Word, Excel, and PowerPoint.
  • Banking and/or financial services industry experiences a plus.
  • The ability to work on-call nights/weekends as needed.
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