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Application Support Analyst

Req #: 170101209
Location: Jersey City, NJ, US
Job Category: Technology
Potential Referral Amount: 3000 US Dollar (USD)
JPMorgan Chase & Co. is a leading global financial services firm with assets over a trillion dollars and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.
Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.
Real Time Communication (RTC) delivers measurable business value by providing core Voice and Data technology solutions that meet business demand while realizing cost efficiencies. RTC works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's Telephony, Trader Voice, Voice Recording, Contact Center, Telepresence and Conferencing systems; supporting over 380k users globally.
The RTC Voice Operations is responsible for managing the firm's global voice infrastructure, middleware and application environments. This portfolio includes enterprise support of CISCO UC, voice gateways, CUBE and Avaya which provide Voice Services to the Corporate, Retail and Contact Center lines of business worldwide. Operations Staff responsibilities will include but not be limited to: support of global follow-the-sun Operations model; support of Systems Hardware, Middleware and Software(Incident, Problem and Change management); Move Add Change Delete(MACD) functions, Application / API Release management execution.

Role Description:
• Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application and data issues and issues resolution or escalation.
• Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members.
• Ensures all production changes are made in accordance with lifecycle methodology and risk guidelines.
• Focus on reducing issues driving down ticket volumes.
• Provide 24×7 operational support to all production practices on holidays and weekends, on an on-call rotating basis.
• Recommend and develop automation jobs to reduce Adhoc monitoring and create permanent solutions to a temporary fix.
• Disaster Recovery testing – Ensure that DR architecture provides method(s) to maintain data integrity in the event of a failure of both primary and secondary copies of data, eliminating possibility of data corruption. Prepare recovery procedures
• Application Availability: Innovations, optimizations and automations built through monitoring and altering process, job run times, schedules etc. can ensure meeting of SLA’s up to 99%
• Application Stability: Continuous focus on fixing the jobs permanently through corrective and preventive measures, proactive planning for system outages limit the abends and can increase the stability of the application from 98% to 99.5% over a period of time
• Proactive Risk Identification and Mitigation: With insight into the environment and proactive approach of production support team ensures identification of risks and mitigation
The candidate must have Application Operations experience supporting client facing applications or systems; preferably managing Real-time applications using JavaScript, C#, ASP.NET/MVC/WebApi, Node.JS, Visual Studio, Python, SQL and Database Design technologies with a focus on telephony and automation. This position will involve day to day break/fix support, incident and problem management of voice issues, proactive infrastructure management, Move, Add, Change, Delete (MACD) activities, configuration management, DR activities and Site Isolation validations. Candidate should expect to work global shift patterns as needed.

This position is anticipated to require the use of one or more High Security Access (HSA) systems. Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter. The enhanced screening will need to be successfully completed prior to commencing employment or assignment.

Other Role requirements:
Required to provide critical network infrastructure support and deliver best -in-class service to our clients. This position will involve day to day incident and problem management of all voice issues globally. In addition, proactive infrastructure management, change ownership, DR activities, Site Isolation validations will form part of the day-today activities.

• 3+ years applications development applications operations experience in an Enterprise (preferably financial services) environment, with an emphasis on Multimedia technologies, application development, automation and integration.
• SCRUM certified. SCRUM master preferred
• Solid Web Application Development skills using Javascript, C#, ASP.NET/MVC/WebApi, Node.JS, Visual Studio, Python, SQL and Database Design
• Experience with a software development lifecycle and agile development practices, unit and integration testing, source code control, continues integration, etc. Jenkins and Subversion familiarity is a plus
• Ability to manage several ongoing deliverables concurrently
• Experience in building, documenting, and testing APIs
• Able to work rotating shifts for 24/7 coverage
• Flexibility in working hours as some migrations will require weekend and after hours’ work
• Understanding of telephony and telephony development strongly preferred:
• Applications development experience in C#
• Web applications development experience (ASP.NET MVC, jQuery)
• Demonstrated experience with Infrastructure programming
• Ability to evangelize SDLC tools and processes with the team (source control, code reviews, new platforms and dev tools)
• Understanding of protocols – SIP, H323, H320, TCP/IP, UDP, HTTP, HLS, SOAP and RESTful services
• Networking fundamentals – MPLS, multicast, QoS, call admission control, latency, content distribution network, firewall traversal
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