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Level 2 Support

Req #: 170113933
Location: Wilmington, DE, US
Job Category: Technology
Potential Referral Amount: 5000 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/.

 

Within Chase, Consumer Banking provides great products and an outstanding customer experience at over 5,600 branches and 18,700 ATMs in 23 states, as well as online and over the phone.

 

As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.

 

The candidate will provide have vast hands on experience in the discipline of Application Development with full SDLC Lifecycle in both waterfall and agile methodologies.  They will be capable of leading a small team while being a chief contributor.

 

The candidate will support CCB Operations Technology and be a key contributor to centralized authentication framework which includes a SOA Data Services, Real Time Messaging, Rules Engine & Decision Engine and Data management within a Cassandra Operational Data store.

 

This role will closely with technology senior management and the fraud operations business to prioritize and meet business deliverables that will drive toward the overall goals of the program.

 

Job Description:

The Application Support Analyst within a Production Management team is responsible for technical support of production applications and infrastructure. This team provides support Mortgage Banking platforms. These platforms helps customers achieve and sustain homeownership by offering purchase and refinance home loans to first-time and experienced homebuyers, servicing residential mortgage loans, and providing affordable solutions to customers struggling with their mortgage payments.

The Application Support Analyst handles all support requests, incidents, issues, tickets and business continuity activities, to ensure flawless and quality delivery of services to end users. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to various teams and internal/external stakeholders.

In addition to driving resolution of day-to-day issues, major incidents, and outages to resolution, the Application Support Analyst will work hand-in-hand with application development, infrastructure and implementation teams. He or she will be  responsible for implementing Best Practices, identifying opportunities for improvement and efficiency gains, and ensure risk and controls compliance for the supported platforms.

The ideal candidate for this role is a dynamic individual with excellent communication, strong analytical skills, business acumen and the ability to assimilate information quickly, with focus on incident and problem management.

General Tasks & Responsibilities:

  • Manage day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages.
  • Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.
  • Ensures information controls, back-up and recovery strategies are in place across all environments.
  • Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring.
  • Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
  • Develop and maintain relationships with technical staff, end users and clients.
  • Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.
  • Demonstrate creativity, innovation and high performance.

 

Required Skills:

  • Must be detail-oriented and well-organized.
  • Must demonstrate the ability to effectively communicate verbally and in writing to the team and the customers.
  • Must be able to work calmly and effectively in a fast-paced, high-pressure environment while balancing competing priorities
  • Must have “Can do” attitude which can identify problems, take ownership, and provide solutions.
  • Must Possess excellent trouble-shooting skills, and the drive to help internal/external customers.
  • Must demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly.
  • Must demonstrate creativity, innovation and high performance

 

Required Experience:

  • 5+ years of hands-on experience in Production Support.
  • 3+ years experience managing UNIX/Linux environment.
  • 3+ years experience with distributed applications (Oracle, SQL, SQL Server, UNIX, Linux, Java, Java servlets and JSP, Spring, Cassandra, Hibernate, etc.)
  • 1-3 years of hands-on experience in data analysis/ SQL
  • 1-3 years experience in UNIX shell, Perl, Python, or similar scripting languages.
  • 1-3 years experience utilizing scheduler software such Control-M or Autosys
  • 1-3 years experience  using PEGA tool
  • Strong analytical & trouble shooting skills required.
  • Experience in Disaster Recovery planning and test execution.
  • Knowledge of Splunk and WILY is a plus.
  • Experience working with scheduling tools like Autosys/Control-M is a plus.
  • Experience supporting mission-critical in financial services industry, particularly in a mortgage servicing environment, is a big plus.

Education:

BA/BS required in Computer Science or equivalent.

 

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