Job Description

About this Role:

We are seeking an Associate level candidate for a role as production management support as part of a worldwide client facing service. Digital platform applications, within CIB Architecture and Engineering, spans across all global regions with distributed Data Centers in multiple locations. The role includes SRE processes, application and infrastructure support for the Digital Platform Services hosting over 100s+ financial applications and functions. The team will be responsible for making sure the platforms, servers and components/processes are available 24X7 to the customers. You will be liaising with multiple JPMC operations teams and technology teams in support of global CIB line-of-business applications user issues that are integrated into the platform. The support will be involved in the team's daily operations - incident, problem, change, resiliency, capacity et al. The role will provide opportunities to define new, innovative and creative solutions to troubleshoot/resolve business users and application issues. We are looking for candidates who can deliver results, at the same time challenge conventional thinking and look at ways process and systems can be improved. Candidate should have a minimum of 10 years and maximum of 14 years of relevant industry experience. Key responsibilities:

• Application Service Requests / Calls Management: EOG for all application monitoring tools, expected first to react to monitor event. Assures problem calls are tracked, routed properly and closed. Monitoring and ensuring stability of all the systems to meet or exceed SLA of 99.99%. Assist Customer Care to troubleshoot and resolve issues by engaging various operate teams and AD teams to facilitate quick resolution
• Supporting the SRE/DevOps operating model for applications under CIB Architecture and Engineering - DPS platforms. Support of these applications will require regular engagement with various technology teams, business client services, infrastructure and other stakeholders.
• Supporting core infrastructures and services of the applications platform including Geo-location based & local load balancing, Internet security; Networking and Web/Desktop platform processes.
• Work closely with the development teams to understand the strategic growth plans for the platform. Analyze the potential cross-LOB impact of data processes and projects.
• Provide visibility into overall stability of the platform - provide trending and analysis to drive development prioritization of fixes and enhancements.
• Create, drive and manage KPIs and real-time monitoring dashboards to ensure system operability and performance
• Proactively identify areas for stability improvement in the software/hardware stack as well as operational processes. Continuously collaborate and partner with various technology teams to improve system, flow and environments
• Incident & Problem Management: Proactively identify/managed incidents, drive resolutions with constant follow-ups of problem tasks to closure.
• Support application supportability model / on-boarding of new businesses, Clients and applications to the platform
• Ensure resiliency of the platform through managed DR/SR/HA events, including documentation of PROD/DR environments and recovery processes on regular basis. Identify and partner with engineering and development teams to eliminate single points of failure in the environment

Skills Required:

• Linux administration and host performance tuning, with Perl/Phyton/Unix Shell Scripting
• Good knowledge of Web-based (Apache Tomcat & Apache Web server), Java, or e-commerce applications
• Good knowledge on Database Administration / SQL Development - Oracle, MS-SQL, Cassandra, Big data
• Experience supporting public/private cloud based applications.
• Experience supporting internet facing multi-tier 24/7 critical web/desktop infrastructures.
• Experience working in a SaaS environment
• Understanding of internet security
• Understanding of Network layers, Load Balancing, internet infrastructures including firewalls and proxies.
• Understanding of Cloud and Container Technology - Dockers, Kubernetes, Cloud Foundry
• Understanding of Messaging Technology - UMMQ, Solace, Nirvana (UM9)
• Background knowledge of Monitoring software - Geneos, Splunk, Thousand Eyes, SevOne, Service Now and Open Source

Skills Desired:

• Knowledge of Windows desktop operating systems including windows registry.
• Knowledge of desktop security, GPO user profile permissions and Anti-Virus systems

• Knowledge of advanced Chrome/Chromium browser configurations
• Knowledge of Chrome/Chromium developer tools
• Experience working with 3rd party IT support to jointly resolve issues
• Candidate needs to be familiar with SRE & ITIL support methodologies and concepts (Change, Incident, Problem, Event, Configuration management etc) and have a proven track record of achieving the above in prior roles.

Soft Skills:

• Strong written, verbal communication and organizational skills
• Problem solving skills - natural inclination towards problem resolution. Ability to understand complex component/system/service interactions and look for causes and provide solutions.
• Self-driven, good initiatives and ability to think proactively
• Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations
• Teamwork and co-operation - Ability to gel and work in a team oriented environment

Additional Information:

• Required BS/BA degree or equivalent experience. Experience in an application support, application development, DevOps or SRE role is a must.

Provides 24x7 production management application support. Weekend and out of hours work is required. Coverage will include non-business hours, which may result in evening and weekend support remotely or onsite. India team will be required to work in 2 shifts covering APAC/EMEA BAU working hours. JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.