Technology Support III

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III at JPMorgan Chase within the Commercial & Investment Bank Team, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

- Provide client services by monitoring and responding client inquiries and requests.
- Treat operations as software problems, solve system failures, minimize client impacts and ensure all systems function seamlessly to meet business needs.
- Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
- Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
- Monitor production environments deployed on OnPrem and AWS for anomalies and address issues utilizing standard observability tools.
- Create proactive event management through observability and developing automation to minimize toil.
- Work closely with the Software Engineering and Product teams/other stakeholders to understand issues, drive resolutions, and stability enhancements of the applications, leading to improvement in operational stability, performance, and availability.
- Create, continuously improve, and maintain real-time monitoring dashboards to ensure system operability and performance.
- Identify trends and assist in the management of incidents, problems, and changes in support of full-stack technology systems, applications, or infrastructure.
- Participate in public cloud infrastructure management and cost optimization and ensure resiliency of the platform through managed Disaster Recovery (DR), Site Reliability (SR), and High Availability (HA) events.

Required qualifications, capabilities, and skills

- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Experience in supporting public cloud-based applications.
- Experience in building tools using AI.
- Knowledge in automating daily support operations using scripting and tooling.
- Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
- Experience in one or more observability and monitoring tools and techniques like Datadog, Dynatrace, Splunk, ITRS Geneos.
- Knowledge of one or more general-purpose programming languages or automation scripting (Python, UNIX shell scripting, etc.).
- Experience with one or more major cloud services (AWS, Azure or GCP) and Infrastructure as Code tooling.
- Understanding of networking concepts and troubleshooting.
- Possess a continuous improvement mindset with ability to work collaboratively in teams and develop meaningful relationships to achieve common goals.

Preferred qualifications, capabilities, and skills

- Experience in AI tools like Copilot or Claude code.
- Familiarity with ITIL support methodologies and concepts.
- Experience/knowledge of working in a DevOps/SRE model would be an advantage.
- Knowledge of Investment banking domain including Fixed Income products.