Job Description

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in International Consumer Banking, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. You will respond to and manage high-impact incidents, ensuring timely resolution and transparent communication with stakeholders, while supporting the Problem Management lifecycle to minimize repeat incidents and enhance operational resilience.

Job Responsibilities

Respond to incident escalations from squads, vendors, and business operations, taking ownership of the incident management process and driving it through to resolution.
Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts.
Maintain authoritative incident timelines throughout the lifecycle of each major incident.
Communicate incident status, resolution, and impacts clearly to internal and external stakeholders.
Facilitate timely communications with customers using our communication tools.
Support the Problem Management lifecycle by assisting with root cause analysis documentation and helping ensure corrective action plans progress to closure.
Partner with engineering, SRE, operations, risk, compliance, and vendor teams to support long-term solutions.
Support weekend coverage as part of a rotating shift-based schedule.

Required Qualifications, Capabilities, And Skills

Bachelor's degree in computer science, Cybersecurity, Data Science, or related disciplines
2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
Experience managing incidents in high-availability, high-transaction environments.
Strong real-time communication skills under pressure, including the ability to convey technical information clearly to diverse audiences.
Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud.
Ability to triage and manage multiple simultaneous incidents, prioritizing by impact.
Familiarity with Information Technology Infrastructure Library (ITIL) framework practices, especially Incident, Problem, and Change Management.
Ability to work methodically and calmly under pressure, collaborating to deliver optimal outcomes.
Proficiency with collaboration and workflow tools such as Jira, Confluence, and customer communication tools.
Working knowledge of IT Service Management platforms like ServiceNow.

Preferred Qualifications, Capabilities, And Skills

Prior experience in Major Incident Management or Command Centre operations.
Exposure to root cause analysis methodologies and evidence-based analysis.
Strong analytical and critical thinking skills.

ABOUT US

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

About The Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

Technology Support II, Major Incident & Problem Management Associate