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CIB – Markets Production Management - Application Support Engineer

Req #: 170110850
Location: New York, NY, US
Job Category: Technology
Potential Referral Amount: 3000 US Dollar (USD)
J.P. Morgan Chase is a leading global financial services firm.  The firm is a leader in investment banking; financial services for consumers and businesses, transaction processing, asset and wealth management, and private equity.  Under the JPMC brand, the firm services millions of customers in the United States and abroad.  This includes many of the world's most prominent corporate, institutional and government clients.
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Job Description:
As a member of the Production Management team supporting global applications, you will establish and maintain Global relationships with business users, perform escalations of critical production environment incidents, and proactively identify patterns for recurring incidents to determine root cause to improve service capabilities. 
As a member of the client facing Spread Technology Production Management team, SPG Applications Support Engineer will provide production support services for the Securitized Products business. They will support all applications and business requirements front to back, including trading, position management, risk, and market risk services, and all products – front-end and server side.  It is the responsibility of the Spread Technology Production Management Team to ensure resiliency, high system availability and rapid recoverability of the applications they support, providing fast and efficient resolution of issues and requests. 
Level 1 Customer Service: 
  • Respond to in person, email, IM and telephone to all technical queries for the production environment.
  • On-site, in person availability during SPG NY business hours
  • Strong focus on ownership of issues from their reporting to their resolution.
System Resiliency: 
  • Monitor infrastructure, servers, databases, distributed applications and batch jobs
  • Troubleshoot technical issues or escalate and partner with appropriate technology teams to provide solutions
  • Support sustained resiliency, disaster recovery and high availability events
  • Enforce and exercise appropriate controls to protect production assets and applications
Risk Management: 
  • Mitigate risk by efficient and timely incident management
  • Call facilitation, coordination, and clear and effective spoken and written communications during incidents
  • Influence senior technology leads across organizations to ensure timely resolution of incidents
Problem Management: 
  • Participate and ensure root cause analysis (RCA) activities on client impacting incidents are executed and action items are assigned and completed.
  • Provide expertise and support during critical incidents, interfacing with all impacted groups to better manage the incident
Change Management: 
  • Implement ITSMs following best practices and rules
  • Ability to understand the major functionality bundled into a release, both from a technology and business perspective
  • Bachelor’s degree in Computer Science, Computer Engineering, or equivalent
  • 5+ years in an applications support or applications development role preferred
  • Strong applications support background
  • Proficiency in understanding UNIX and Wintel-based applications and infrastructure
  • Experience working with relational databases such as Oracle, Sybase and MS SQL Server
  • Understanding of the Java/J2EE technology stack and web technologies
  • Incident management skills and experience
  • Experience designing and implementing proactive systems monitoring and health checks
  • Unix/Linux Shell Scripting, SQL, Autosys
  • Familiarity with SDLC life cycle and change management process
  • Applications Development experience is a plus
  • Understanding of Securitized Products and related technologies is a plus
Preferred Skills:
  • Outstanding interpersonal skills and ability to establish strong relationships with customers and application owners
  • Excellent verbal and written communication skills, with the ability to provide clear problem descriptions and guidance to business users in a time critical environment
  • Excellent trouble shooting skills paired with the ability to proactively act quickly to mitigate risk
  • Ability to learn and adapt to new technology quickly and work independently as a self-starter, and within a team environment
  • Comfortable in a fast dynamic environment with the ability to handle multiple tasks simultaneously
  • Excellent prioritization, organizational and time management skills
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