Technology Support II, Merchant Services

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 the Commercial and Investment Banking (CIB) Technology- Merchant Services team you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.

• Improve operational stability and availability through participation in problem management.

• Monitor production environments for anomalies and address issues utilizing standard observability tools.

• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders.

• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure.

• Proactively identify, collaborate, and drive service improvement opportunities across merchant services platforms.

• Participate and drive incident in mgmt activities along with other application and infrastructure support team

• Promote teamwork, collaboration and JPMC work culture across the firm.

• Handle clients calls with high sense of ownership and urgency on priority basis and respond to emails and service request within SLA.

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 2+ years applied experience.

• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud

• Exposure to observability and monitoring tools and techniques

• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework

• Knowledge of one or more general purpose programming languages such as C, C++, Python, Java or equivalent data analytical language and database skills such as SQL, Oracle

• Strong verbal and written communications skills and high degree of interpersonal skills

Preferred qualifications, capabilities, and skills

• Application support experience in Banking/Financial Services, Cards & digital payments application is preferred

• Exposure to monitoring and analytical tools such as Geneos, Dynatrace, Splunk, Datadog and Open search is preferred Exposure to batch scheduling tools such as CA7 control M would be advantageous

• Experience in cloud platforms such as Google Cloud, AWS and Microsoft Azure would be a plus