Job Description

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The Contact Center Application Support Manager within a Production Management team is responsible for the technical support of global production applications and infrastructure. The selected candidate will provide second level frontline support for incident management which includes reporting, root cause analysis, production efficiency and improvement recommendations as well as ad hoc support during pre-production change management cycles. They will partner closely with key stakeholders across the line of business and technology teams to balance production stability with customer obsession. They will also leverage previous production support experience to identify and engineer solutions for chronic issues and automation initiatives that reduce toil in the environment. The Production Management team is critical to the day to day operations of our business and requires a highly dedicated individual who can take ownership, provide procedural and technical support to various teams, as well as internal and external stakeholders.

In addition to driving day-to-day issues, major incidents, and outages to full resolution, the Application Support Manager will also work hand-in-hand with the application development, infrastructure and implementation teams in a collaborative environment. The candidate will leverage established partnerships across these groups to influence best practices, identify opportunities for improvement and efficiency gains, and ensure compliance with risk and controls standards for the supported platforms.

The ideal candidate for this role is a dynamic individual with excellent communication skills, who is able to adapt verbiage and style to the audience at hand and deliver critical information in a clear and concise message. The candidate must be a strong analytical thinker, with business acumen and the ability to assimilate information quickly, with a solution based focus on incident and problem management.

General Tasks & Responsibilities:

• Incident Management

• Possess excellent trouble-shooting skills, and the drive to help internal/external customers
• 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
• Conduct appropriate monitoring tasks to include maintenance and patching validation
• Gather logs and necessary details to facilitate the analysis of technical issues
• Create technical documentation to further increase product knowledge
• Create agile stories for alerting, monitoring and self-healing
• Collaborate with AD team to bring the appropriate visibility on critical issues
• Knowledge Management

• Review historical records on closed cases to increase product and technical knowledge
• Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
• Attend training sessions offered and assist with peer training as needed
• Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systems
• Strong configuration and development background combined with reporting and analytics
• Experience with routing, workflow, design, development and test to support CTI
• Communication

• Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
• Demonstrate effectively communication verbally and written to the team and customers
• Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact
• Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
• Positive attitude to self-learn and mentor others on new platform skills and technologies
• Innovation

• Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring
• Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processing
• Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies
• Required Skills

• 10+ years of experience managing production support team
• 10+ years of proven experience in Service/Operations delivery for large scale contact center environments
• SME level Knowledge of Contact Center Telephony Technology - ACD, PBX, Dialers, Call Recording, WFM
• Managing SLI/SLO/Error Budget
• Hands-on experience in Genesys call routing and IVR
• 5+ year experience in : VoIP, SIP, H323, WebRTC, SBCs CTI integration
• 5+ years of experience supporting cloud solutions both hosted and on-prem
• 3+ years of experience on Unix, Windows and VMware
• Desired Skills

• Knowledge of Contact Center Telephony Technology
• 1+ years supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle
• 1+ years of experience supporting java web frameworks (Spring)
• Experience in Disaster Recovery and Site Resiliency Engineering planning and test execution
• Development of automation/monitoring/deployment Scripting (PowerShell, Python)
• Working knowledge in an Agile program preferably Scrum and/or Kanban
• Experience in IT Security Tools such as Fortify, Web Inspect, Blackduck
• Experience in Cloud technologies and Microservices based architecture.
• Experience of implementing and configuring Splunk and Dynatrace
• Experience of orchestrations technologies: Maven, Jenkins, Docker, Kubernetes
• Experience supporting a distributed messaging layer: Kafka, MQ (Websphere MQ)
• Experience supporting APIs and services that utilize REST, SOAP and Web Services
• Experience in creating and evolving CI/CD pipelines with GitLab or Github following GitOps principles

As an SRE you'll be focused on running better production applications and systems.

Responsibilities:

• Design, code, test and deliver software to automate manual operational work
• Troubleshoot priority incidents, facilitate blameless post-mortems and ensure permanent closure of incidents
• Engage with development team throughout the life cycle to help develop software for reliability and scale, ensuring minimal refactoring or changes
• Identify application patterns and analytics in support of better service level objectives
• Design self-healing and resiliency patterns
• Design automated software and product upgrades, change management, and release management solutions
• Coach or manage teams as applicable
• Participate in the 24x7 support coverage as needed

Qualifications:

• Bachelor's degree or equivalent experience in an software engineering discipline
• Expertise in at least one technology stack designing, coding, testing, and delivering software
• Proficiency in one or more technology domains, may be a cross-domain expert able to solve complex and mission critical problems within a business or across the firm
• Working knowledge of infrastructure components. (E.g. routers, load balancers , cloud products , container systems , compute, storage and networks)
• Excellent debugging and trouble shooting skills

About Us:

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.

About the Team: Our Consumer & Community Banking Group depends on innovators like you to serve consumers, 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.