The JPMorgan Chase Technology Center on the campus of Syracuse University is a firm-wide Center of Excellence for Information Security, Risk Management and Technical Service Delivery as well as a test bed for technology innovation. The Tech center is a key component of our unique, industry leading partnership with Syracuse University. The focus within the Tech Center ranges from security event monitoring to access management to the engineering of critical security tools for the firm. Our collaboration with Syracuse University focuses on creating a unique curriculum in the domain of Global Enterprise Technology, performing applied research in areas of mutual interest - with the majority of research focused on Cyber Security. The JPMC Tech Center is also committed to the city of Syracuse and active in community service throughout the city. The Tech Center is looking for dynamic technologists interested in driving innovation at a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. Role Overview: The Application Support Analyst will work within the Tech Center and will be accountable for the readiness and reliability of business critical applications. Responsibilities include but are not limited to; Responsibility Overview; Incident Management: • • •
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Accountable for the 24X7 availability of critical systems, timely resolution of service impacting issues, facilitation and communications of critical outages. Daily Health Check execution and Alert monitoring. Ensure End to End Service Level Agreement (SLA) Compliance to include infrastructure and application availability, mainframe and distributed batch performance and transaction response times. Responsible for issue documentation, queue management, ticket analysis and interface with all Lines of Business's for incident impact analysis via the Production Assurance process.
Problem Management & Service Improvement: • • • •
Accountable for Root Cause analysis and remedial action item completion. Evaluate key data points for chronic issues and trends. Initiate and manage continual improvement initiatives. Chronic issue coordination and leadership.
Metrics, Reporting and Trend Analysis: • •
Creation and distribution of daily, weekly and monthly production metrics. Change & Release Management Reporting.
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Detailed Metrics & Data Analysis.
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ITIL Foundation Certification or relevant work experience. Working knowledge of infrastructure technologies, including PC, Network, Distributed Computing and Mainframe/Midrange. Must possess decisive leadership skills and the ability to exercise excellent judgment and decision making skills in high pressure situations. Ability to be proactive with a strong bias for action, naturally inquisitive, and aptitude for continuous improvement of practices / process. Ability to learn technologies and business functions supported well enough to facilitate working troubleshooting sessions. Ability to excel in a fast paced, high pressure environment with little to no supervision. Ability to absorb and present complex ideas quickly, accurately and in a concise manor. Ability to develop strong rapport and build relationships with individuals and teams at multiple levels of the organization. Superior written and verbal communications skills. Outstanding interpersonal skills and ability to establish strong relationships with all levels of management Working knowledge of Microsoft products, including Outlook, Word, Excel, and PowerPoint Must be able to work the below shift days and times. The times and days listed below are subject to change. Sunday, Monday Tuesday & Wednesday either 7:30 AM to 5:30 PM or 11:30 AM to 9:30 PM. Wednesday, Thursday, Friday & Saturday either 7:30 AM to 5:30 PM or 11:30 AM to 9:30 PM.
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JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V. JPM - SU Tech Center