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Applications Support Analyst

Req #: 170081376
Location: Dallas, TX, 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 ambition is to position JPMC as the undisputed leader in digital financial services and payments and to enable JPMC to deliver the highly personalized, real time experiences that customers increasingly expect.
 
The newly formed Digital AD Operate team is responsible for triaging, troubleshooting and solutioning/designing for issues impacting the Chase.com and Chase Mobile platforms.

 


This role will help provide support for production systems and applications in Consumer and Community Banking (CCB), specifically supporting Digital applications. Teams stationed in both US and India provide a 24/7 support model. 

Application Support & Monitoring:

  •  Monitor infrastructure, servers, databases, distributed batch jobs.
  • Aggressively respond to service requests from Client facing support teams, Operations, Risk/control partners, etc.
  • Troubleshoot technical issues or escalate and work with appropriate technology teams to provide solutions.
  • 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
  • Single voice for our line of business and for cross line of business incidents
  • End to end view of issues for objectivity
  • Influence senior technology leads across 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.

 

 

 


Qualifications:

 

  • 5+ years of Application Development work experience throughout the entire project lifecycle across web based and native applications.
  • 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

  • 5+ years experience with distributed applications (Oracle, SQL, SQL Server, UNIX, Linux, Java, Java servlets and JSP, Spring, Hibernate, etc.)

  • 1-3 years experience in UNIX shell, Perl, Python, or similar scripting languages.

  • 1-3 years experience in mobile application development (iOS and/or Android)

  • 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.)

  • Experience with Capacity and infra planning

  • 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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