Technology Support II - Production Management, Issues Management

Location: Tempe, AZ, United States

Job Family: Technology Support

About the Role

At JP Morgan Chase, we are a leading global financial services firm committed to innovation and excellence in technology. As a Technology Support II - Production Management, Issues Management in our Tempe, AZ location, you will play a pivotal role in maintaining the stability and efficiency of our production environments. This position within the Technology Support category involves ensuring that our core banking, trading, and client-facing systems operate seamlessly, minimizing disruptions that could impact our clients and the broader financial markets. You will contribute to a dynamic team focused on proactive issue resolution and operational resilience, leveraging cutting-edge tools to support our mission of delivering superior financial solutions worldwide. In this key support role, your primary focus will be on monitoring production systems, managing incidents from detection through resolution, and driving root cause analysis to prevent recurrence. You will collaborate closely with engineering, operations, and business teams to align technology support with strategic objectives, ensuring compliance with stringent regulatory standards like those from the SEC and Federal Reserve. Responsibilities include utilizing advanced monitoring platforms to track system health, participating in 24/7 on-call rotations, and contributing to continuous improvement efforts that enhance the reliability of our global infrastructure. This role demands a blend of technical expertise and a customer-centric approach, as you safeguard the performance of systems that power trillions in daily transactions. Joining JP Morgan Chase means becoming part of a culture that values integrity, innovation, and inclusion. We offer opportunities for professional growth in a supportive environment where your contributions directly impact our success as a top-tier financial institution. If you are passionate about technology in finance and thrive in high-pressure scenarios, this position provides a platform to advance your career while helping shape the future of banking.

Key Responsibilities

• Monitor production systems and applications to proactively identify and resolve issues, ensuring minimal downtime for critical financial services
• Manage the end-to-end issues management lifecycle, including incident reporting, triage, and escalation in line with JP Morgan Chase's operational standards
• Collaborate with technology teams to perform root cause analysis and implement preventive measures to enhance system stability
• Maintain documentation for production processes, issue resolutions, and knowledge base articles to support team efficiency
• Ensure compliance with internal policies and regulatory requirements during technology support activities
• Participate in on-call rotations to provide 24/7 support for production environments
• Drive continuous improvement initiatives by analyzing performance metrics and recommending optimizations
• Coordinate with stakeholders across business units to align technology support with financial operations goals
• Utilize monitoring tools to track key performance indicators and alert on potential risks to trading, payments, or client services
• Support audit and risk management processes by providing detailed reports on production incidents and resolutions

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 3 years of experience in IT support, production management, or issues management within a financial services environment
• Proven track record in monitoring and troubleshooting technology systems to ensure high availability and performance
• Strong understanding of ITIL frameworks and incident management processes
• Experience with tools for log analysis, alerting, and root cause analysis in a production environment
• Ability to work in a fast-paced, 24/7 operational setting with on-call rotation
• Familiarity with regulatory compliance standards such as SOX, GDPR, and financial industry-specific requirements

Preferred Qualifications

• Certification in ITIL Foundation or similar service management qualifications
• Experience in the banking or financial services sector, particularly with core banking systems
• Knowledge of cloud platforms like AWS or Azure used in financial operations
• Prior role involving cross-functional collaboration with development and operations teams
• Advanced proficiency in scripting languages for automation in production support

Required Skills

• Proficiency in monitoring tools such as Splunk, Dynatrace, or AppDynamics
• Strong analytical and problem-solving abilities for complex IT issues
• Knowledge of Java, Python, or scripting for automation tasks
• Experience with ticketing systems like ServiceNow or Jira
• Understanding of network protocols, databases (e.g., SQL, Oracle), and middleware
• Excellent communication skills for stakeholder interactions and reporting
• Attention to detail in high-stakes financial environments
• Time management and prioritization in a multi-tasking setting
• Team collaboration and leadership in cross-functional projects
• Familiarity with cybersecurity best practices and vulnerability management
• Data analysis skills using tools like Excel or Tableau
• Adaptability to evolving technologies in the fintech space
• Customer service orientation for internal business partners
• Risk assessment and mitigation expertise

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company matching contributions
• Paid time off including vacation, sick days, and parental leave
• Professional development programs and tuition reimbursement for relevant certifications
• Employee stock purchase plan and financial wellness resources
• On-site fitness centers, wellness programs, and mental health support
• Flexible work arrangements and hybrid options where applicable

JP Morgan Chase is an equal opportunity employer.