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Production Management - Application Support

Req #: 170109279
Location: Houston, TX, US
Job Category: Technology
Potential Referral Amount: 3000 US Dollar (USD)

This CIB Investor Services Production Management group in Houston, Texas is responsible for Margin, Clearance, and Collateral applications that provide services to JPM institutional clients.  The role of the Application Support Analyst is to ensure uninterrupted delivery of these services to the business and look at opportunities to improve service delivery and the client experience.  


As an Application Support Analyst, the candidate will provide Level-1 & Level-2 support of Collateral and Margin systems.


Responsibilities include:

Provide hands-on production support for Collateral and Margin Systems. 

Maintain Business Process Indicator of 99.99% or higher. This includes monitoring and responding to alerts, managing, tracking, and resolving incidents within the expected MTTR (Mean Time To Recover)

Performing Root Cause Analysis (RCA)s for production incidents and preventing reoccurrences. 

Performing application releases in production.

Partner closely with Application Development, Quality Assurance, and line of business partners

Participate in on-call rotation for application support, including weekends

Drive continuous improvement of services and processes in order to increase platform stability and improved operational efficiencies.

Create and improve system documentation (Run books, FAQs). 

Produce production scorecards to management

Document, participate, and report on Disaster Recovery/Sustained Resiliency events

Manage Application and Infrastructure Key Performance Indicators

Chair and participate in Project Working Group to improve production stability.

Soft Skills (Essential):
  • Strong verbal and written communication. Ability to clearly articulate complex issues/topics.
  • Excellent interpersonal skills.  Able to rapidly understand and retain knowledge of business processes and the technology systems.
  • Customer Service Oriented - build positive working relationships with clients at all times, providing clear information while managing their expectations.
  • Ability to think proactively towards automation and continuous improvements in the environment.
  • Ability to prioritize work load, multi task and react quickly to meet business expectations.
  • Ability to thrive in high pressure situations while continuing to be delivery focused
  • Must be a self-motivated individual. The candidate must possess the ability to self-direct without continuous oversight from a manager.
  • Ability to interface across managerial lines.
Technical Skills (Essential):
  • Strong working knowledge of Unix/Linux
  • Ability to read/interpret programming/scripting language. (Shell, Java, sql)
  • Strong working knowledge of Oracle and SQL
  • Experience with Java technologies Java/J2EE
Technical Skills (Desirable):
  • Unix SA background
  • DBA experience
  • Geneos
  • Application Developer experience
  • ITIL Incident, Problem & Change disciplines
  • Autosys or Control-M scheduling tools
  • Bachelor degree in Information Systems, Computer Science or a related field.
  • 4 - 7 years of work related experience in the IT field or an equivalent combination of education and work experience.
  • Knowledge of Collateral Management would be beneficial but not required.
  • ITIL Certification is beneficial but not required.
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