Production Support Lead - JPMorgan Chase
Plano, TX
About the Job
As a Production Support Lead, provide application support to our customer support teams. This is a hands-on and coordination role with Product and Engineering to prioritize and assist in resolving customer issues.
+ Manage Production support efforts to support customer issues including daily health checks of applications, prioritize and resolve production incidents
+ Participate in critical incident response calls and serve as an escalation point for customer support cases
+ Carefully evaluate alternative risks and solutions before taking action to provide timely resolution
+ Ownership of Incident management and production stability reviews
+ Lead the Root Cause Analysis efforts to identify the underlying problems and devise strategic solutions
+ Provide continuous updates and follow-up's to Management and stakeholders
+ Provide direction and collaborate across multiple teams and lines of business for resources involved in program delivery
+ Develop and maintain long-lasting collaborative relationships with stakeholders
+ Organize and manage communications with stakeholders and senior managers
+ Owns incidents and problems and strives to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues.
+ Actively responds to service requests from Client facing support teams, Operations, Risk/control partners, etc.
+ Incident management and technical call facilitation, coordination, and communications during critical outage situations
+ Excellence in system operations, including tasks related to identifying and troubleshooting application issues, issue resolution and escalation
+ Provide guidance and support to team members
Qualifications:
+ BS/BA degree or equivalent experience, 7+ years of hands-on experience in Production Support
+ Working knowledge of production support role, incident, problem and change management
+ Relentless drive for root cause and execute measures to reduce repeat occurrence
+ Strong knowledge of application and development lifecycles
+ Proven expertise in application development and support environments
+ Understanding of Web and mobile applications.
+ Ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work
+ Understanding of risk controls and compliance to departmental and company-wide standards
+ Ability to work collaboratively in teams and independently to develop meaningful relationships to achieve common goals
+ Ability to run production incident and take the lead on conference bridges until issue is mitigated
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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
Base Pay/Salary
Palo Alto,CA $117,800.00 - $185,000.00 / year; New York,NY $117,800.00 - $185,000.00 / year
+ Manage Production support efforts to support customer issues including daily health checks of applications, prioritize and resolve production incidents
+ Participate in critical incident response calls and serve as an escalation point for customer support cases
+ Carefully evaluate alternative risks and solutions before taking action to provide timely resolution
+ Ownership of Incident management and production stability reviews
+ Lead the Root Cause Analysis efforts to identify the underlying problems and devise strategic solutions
+ Provide continuous updates and follow-up's to Management and stakeholders
+ Provide direction and collaborate across multiple teams and lines of business for resources involved in program delivery
+ Develop and maintain long-lasting collaborative relationships with stakeholders
+ Organize and manage communications with stakeholders and senior managers
+ Owns incidents and problems and strives to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues.
+ Actively responds to service requests from Client facing support teams, Operations, Risk/control partners, etc.
+ Incident management and technical call facilitation, coordination, and communications during critical outage situations
+ Excellence in system operations, including tasks related to identifying and troubleshooting application issues, issue resolution and escalation
+ Provide guidance and support to team members
Qualifications:
+ BS/BA degree or equivalent experience, 7+ years of hands-on experience in Production Support
+ Working knowledge of production support role, incident, problem and change management
+ Relentless drive for root cause and execute measures to reduce repeat occurrence
+ Strong knowledge of application and development lifecycles
+ Proven expertise in application development and support environments
+ Understanding of Web and mobile applications.
+ Ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work
+ Understanding of risk controls and compliance to departmental and company-wide standards
+ Ability to work collaboratively in teams and independently to develop meaningful relationships to achieve common goals
+ Ability to run production incident and take the lead on conference bridges until issue is mitigated
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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
Base Pay/Salary
Palo Alto,CA $117,800.00 - $185,000.00 / year; New York,NY $117,800.00 - $185,000.00 / year
Source : JPMorgan Chase