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Application Support & Monitoring – Operations Analyst

Req #: 170114178
Location: Columbus, OH, US
Job Category: Technology
Potential Referral Amount: 3000 US Dollar (USD)
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/.
 
The Corporate Technology Application Support Monitoring team provides support of hundreds of applications across the CT Portfolio in a 24x7 environment. We focus on consistent methods and technologies to manage the health, performance, and support costs, while reducing risk while delivering high value across the Corporate Technology portfolio. We strive to deliver value to our business partners through service excellence, innovation and efficiency gains.
 
 As an Application Support & Monitoring – Operations Analyst, identify opportunities to improve support quality and efficiency through automation and tool implementation/configuration. This role will be the expert within the department for the services and tools we utilize and those available to be utilized within JPMC.
 
This role will act as a consultant to customers and global ASM Staff, as well as a resource for the Monitoring Services Operations and Development Teams – to ensure service levels and tool maximization. This will include continual analysis of the end-to-end services provided by ASM, identifying and implementing tool, automation and process improvements to increase application resiliency – with the goal of avoiding or minimizing outages and impacts.
 
 Key responsibilities include:
  • As part of the ASM Team, define and deliver against core business objectives and department operating model.
  • Utilize in support automation and the tools available or in use within JPMC.
  • Assist application on-boarding/service provisioning and transition of production application support tasks into the ASM Team:
  • Meet with L2/L3 Teams to present the team Service Catalog – and work with those teams to identify opportunities that will benefit those teams to move to ASM.
  • Identify efficiency gains to be realized through increased service optimization and economies of scale through our use of standardized tools and efficient standardized practices.
  • Follow standard on-board procedures and redefine as necessary to ensure improved coverage and proactive analysis.
  • Participates in in Daily Operation issues as necessary – to ensure knowledge of day-to-day tasks and issues faced by the team.
  • Define and implement or refine ASM departmental operating procedures and norms as necessary to improve service levels.
  • Define and refine RACI and SLA/SLE levels for ASM Team
  • Identify and lead the creation of self-service tools and web services – example includes SharePoint/Web Sites, Button workflow tools, Automation and vendor self-service tools.
  • Continually analyze service metrics to identify production resiliency improvement opportunities. Present findings and recommendations to Monitoring Team, ASM Team and other technology stakeholders to discuss, agree and implement solutions.
  • Provides technical oversight to infrastructure, application, and project teams to ensure services are implemented as designed or improved.
  • Perform onboarding project management and reporting.
This position requires weekend and evening work.
  • 3 years of Application Support experience with Bachelors degree (or equivalent experience).
  • Experience in leading support definition and implementation – preferably within JPMC or large institution.
  • Enterprise Monitoring and Alerting Tools knowledge - e.g. APICA, App Dynamics, Geneos, Nagios, Foglight, etc.
  • Enterprise Job Scheduling Tools, e.g. Control-M, AutoSys, etc.
  • Linux/Unix skills (Shell Scripting preferred but not essential)
  • Web services, IIS, Apache/Tomcat
  • Database skills, including fundamental understanding of SQL and Stored Procedures
  • Server Administrative skills/experience
Preferred Skills:
  • Experience with workflow and automation tools.
  • Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of CT tools, platforms and working practices.
  • Strong communication skills both written and verbal.
  • Self-starter with confidence to drive issues through to completion in highly pressured environment.
  • Solid investigation and analysis skills in order to recommend value-add solutions in problem focus areas.
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