Technology Support III - 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 with a strong emphasis on innovation and reliability in our technology operations. The Technology Support III - Production Management, Issues Management role in our Tempe, AZ location is pivotal in maintaining the seamless operation of our core banking and trading platforms. As a key member of the Technology Support team, you will oversee the production lifecycle of mission-critical systems, ensuring they meet the high standards of availability and performance demanded by our clients in the financial industry. This position requires a proactive approach to identifying and mitigating risks, collaborating with diverse teams to resolve issues swiftly, and contributing to the overall resilience of our infrastructure. In this role, you will dive deep into production monitoring and issues management, leveraging tools and processes to detect anomalies before they impact business operations. You will lead incident response efforts, perform thorough root cause analyses, and implement preventive measures to uphold JP Morgan Chase's commitment to operational excellence. Working within a 24/7 environment, you will engage with cross-functional stakeholders, from developers to compliance officers, to ensure that all activities align with regulatory requirements such as those from the SEC and FDIC. Your expertise will directly support our goal of delivering secure, efficient financial services to millions of customers worldwide. We value professionals who thrive in collaborative, fast-paced settings and are passionate about technology's role in finance. This position offers opportunities for growth within JP Morgan Chase's expansive technology organization, where you can advance your career through hands-on experience and access to world-class training. Join us in Tempe, AZ, and play a crucial part in safeguarding the integrity of our production environments while driving innovation in the financial services sector.

Key Responsibilities

• Monitor and manage production environments for JP Morgan Chase's technology platforms, ensuring high availability and minimal downtime
• Lead the triage, investigation, and resolution of production issues and incidents in collaboration with development and operations teams
• Coordinate issues management processes, including root cause analysis (RCA) and post-incident reviews to prevent recurrence
• Implement and maintain monitoring dashboards and alerts for proactive issue detection in financial systems
• Ensure compliance with internal policies and regulatory standards during issue resolution, particularly for risk-sensitive banking applications
• Facilitate communication between stakeholders, including business units and senior leadership, on production status and issue impacts
• Contribute to the continuous improvement of production support processes, leveraging automation and scripting where possible
• Participate in on-call rotations to provide 24/7 support for critical financial services infrastructure
• Document issues, resolutions, and lessons learned in centralized knowledge bases for team reference
• Collaborate with cross-functional teams to support system deployments and upgrades while minimizing production risks

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
• Minimum of 5 years of experience in IT production support, issues management, or operations within a financial services environment
• Proven track record in managing production incidents and issues in high-availability systems
• Strong understanding of ITIL frameworks and service management best practices
• Experience with monitoring tools and incident ticketing systems such as ServiceNow or similar
• Ability to work in a fast-paced, 24/7 operational environment with on-call rotation
• Familiarity with regulatory compliance requirements in the financial sector, such as SOX and GDPR

Preferred Qualifications

• Advanced certifications like ITIL v3/v4 Foundation or Certified ScrumMaster
• Experience in agile methodologies and DevOps practices in a banking context
• Prior work at a large financial institution with exposure to core banking systems
• Knowledge of cloud platforms such as AWS or Azure used in financial applications
• Bachelor's or Master's degree in a quantitative field with a focus on data analytics

Required Skills

• Proficiency in IT incident management and problem-solving methodologies
• Strong analytical skills for root cause analysis in complex systems
• Excellent communication and stakeholder management abilities
• Knowledge of scripting languages such as Python or Bash for automation
• Experience with monitoring tools like Splunk, Dynatrace, or AppDynamics
• Understanding of network protocols and infrastructure in financial environments
• Familiarity with database management systems like Oracle or SQL Server
• Agile and DevOps practices including CI/CD pipelines
• Risk assessment and compliance knowledge specific to banking regulations
• Team collaboration and leadership in high-pressure situations
• Attention to detail and documentation skills
• Adaptability to shifting priorities in a dynamic financial services landscape
• Proficiency in ticketing systems like Jira or ServiceNow
• Basic cybersecurity awareness for production environments

Benefits

• Comprehensive health, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with generous company matching up to 6% of salary
• Paid time off including vacation, sick days, and parental leave
• Tuition reimbursement program for professional development and certifications
• Employee stock purchase plan and performance-based bonuses
• Wellness programs including gym memberships and mental health support
• Flexible work arrangements and hybrid options for eligible roles
• Access to JP Morgan's global mobility programs and career development opportunities

JP Morgan Chase is an equal opportunity employer.