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Digital Mission Control Support, Consumer & Community Banking, Associate

Req #: 170099426
Location: Singapore, 01, SG
Job Category: Technology
Potential Referral Amount: 8000 Singapore Dollar (SGD)
The Consumer & Community Banking (CCB) Production Management, Digital Mission Control (MC) manages digital channel availability on a 24x7 basis. The US day is supported by the teams in Columbus/Houston and the US overnight is mainly supported by Singapore/India teams. The MC is entrusted with end-to-end monitoring responsibilities of the Digital (online and mobile channels) environment as well as other production management responsibilities. Its aim is to resolve 90% of all digital incidents without escalations and therefore has SMEs present onsite on all shifts 24x7. The role has production support responsibilities of resolving severity 1 incidents and includes taking decisions in ensuring the quickest ways to mitigate incidents with minimal client impacts.
 
Responsibilities:
 
  • Onsite shift based support of Chase Digital channels during Singapore coverage hours
  • Follow standard operating processes and using decision trees for invoking failovers, isolating DC and preserving customer experiences
  • Provide operational feedback into monitoring instrumentation so that the mission control function continues to evolve and improve its capabilities
  • Build strong technical domain support knowledge as new technologies emerge
  •  Become lead resolvers for Digital during incident management bridges and ensuring that our globally distributed workforce is fully engaged.
  • Drive Technical Bridges with information from monitoring tools and other sources
  • Build strong and trusting relationships within a large global organization
  • Ability to drive initiatives through reporting, metrics and operational feedback
  • Responsible for driving continuous service improvements through established processes
  • Drive gap analysis and Service Improvement for digital incidents
Qualification & Experience:
 
Core:
  • Minimal: A bachelor’s degree in a technology or related field/ Business Management advantage
  • At least 6 years of IT operations support experiences – retail banking suppor
  • Strong problem solving skills – probing to understand flow logistics and engage relevant support
  • Very good communications skills – managing global bridges/ writing executive notifications
  • Strong technical background with banking technologies – SME in at least two of the technologies; Middleware, Java, Unix, DB2, Splunk, Dynatrace, WebSphere, Web Servers and Application flows
  • In the know of market leading technologies for Mission Control and Production Support
  • Customer centric -  preferable from technical support roles and/or professional services
  • Experience working with geographically distributed and culturally diverse work-groups
  • General knowledge of IT infrastructure including networks, storage networks, infrastructure, load balancing, server clustering, databases and application architecture
  • Knowledge of the emerging payments technologies and digital wallets
 
Our Consumer & Community Banking Group depends on innovators like you to serve nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits.  You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
 
When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world. 
 
At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation.  If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.
 
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