CIB - Production Management Applications Support Associate

Roles:

• Star of Week/Start of Day/End validation: Confirmation of automated SOW/SOD/EOD validations
• Business Issue’s/user queries resolution: Ensure focused approach to understand and resolve user related query within SLA’s. Regularly communicate with end users on issue resolution and root cause of the underlying problem
• Automation and Efficiency: Understand manual process currently carried out and implement scripts or leverage tools/technologies to automate and create efficiency
• Implement alerting to proactively capture issue and mitigate the problem
• Change, Release, Problem Management and Incident Management: Follow all standard services as per ITIL in resolving/mitigating Issues
• Feed Monitoring - Exception-based feed monitoring, SLA Management & upstream system liaison: Liaise with upstream and downstream system to manage SLA’s .Monitoring underlying distributed system
• Applying first time fixes for failure & initiating escalation to Application development team for priority issues
• Capture and escalation of application performance issues, SLA breaches within necessary groups to ensure resolution of the underlying issue
• Resiliency - Ensure the required disaster or sustained resiliency activities are carried out on regular basis

The role will involve working as part of a global team that has representation in Argentina. Work in collaboration with wider Production Management/Shared Services group. Global Coverage is 24*7(shifted week work i.e. shift would probably be from Monday to Friday or Tue to Saturday or Sunday to Thursday).

Technical Skills:

• Windows (system admin knowledge preferred) or Linux
• Database: Sql Server/Oracle
• Awareness of RPA technology i.e. Automation Anywhere or UI Path or any other RPA toolset
• Awareness of Data Transformations or Digitization tools i.e. Alteryx or Xceptor or Instabase
• Monitoring and Alerting Tool : Geneos or Dynatrace or experience of any other monitoring tool sets
• Ticketing System : Service Now knowledge preferred used for Change , Incident , problem or Service problems
• Cloud knowledge preferred
• Awareness of .net technology

Core Skills:

• Clear analytical thinking and excellent communication skills
• Self-starter & ability to work in a team or autonomously when required
• Ability and willingness to develop technical SME and business knowledge
• Commitment and ability to meet deadlines in a high pressure & constantly changing environment
• Working with project delivery teams to ensure the quality of deliverables into production
• Providing front line support to our business users, build strong relationships with users and stakeholders
• Logging, analyzing and managing queries, problems and incidents to resolution
• Helping to drive continuous improvement within the team as it relates to incident, problem and change management excellence
• Understanding the impact of change in a complex technical environment

Objectives / Results:

• Stakeholder mnagement
• Technical support of Production Platforms
• Strong ’single point of contact’ relationship with business
• Improvement of overall quality and level of service, maximizing service availability levels
• Develop and maintain knowledge of specific set of application, product sets and underlying technologies
• Work closely with Business and App Dev teams to ensure a knowledge base of Robotics processes is established and maintained

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.