Technology Support III- Problem Manager

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
Join JPMorgan Chase's Production Services (PRS) team to enhance operational success through your technology support expertise. As part of the Technology
Operations Production Management Tools team, you'll contribute to IT Service Management by supporting retail platforms and other products. The role involves leading problem resolution across Infrastructure Platforms, collaborating with technology owners to prevent recurrence and improve stability. Your work will focus on promoting quicker problem detection and reducing repair times through proactive data analysis.
As a Technology Support III- Problem Manager within the Production Services (PRS) team, you will propel operational success with your expertise in technology support and a commitment to continuous improvement. You will focus on service support and delivery for JPMorgan Chase's Infrastructure Platforms, promoting problem resolution via the Root Cause Analysis (RCA) process and collaborating with technology owners and subject matter experts to prevent problem recurrence. Your role will involve conducting data analysis to improve the stability of technology for the firm, leading infrastructure problem management efforts, and utilizing advanced root cause analysis techniques to enhance operational efficiency.
Job responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Lead and manage infrastructure problem management efforts, focusing on effective source and cause of root cause methodology. Ensure timely and effective resolution of identifying root cause and preventive actions to maintain operational stability.
• Build linkages to incident, problem, and change management ensuring effective problem resolution and review of the problem records end to end.
• Utilize advanced root cause analysis techniques to identify the underlying causes of infrastructure issues. Implement solutions to prevent recurrence and improve operational efficiency.
• Conduct trend analysis to identify recurring issues and patterns within the infrastructure. Use insights from trend analysis to inform operational strategies and enhance problem resolution processes.
• Collaborate with technology owners, subject matter experts (SMEs), and infrastructure support groups to lead technical conversations and drive permanent problem resolution. Facilitate RCA meetings with a focus on operational solutions.
• Lead major stability programs by working with workstream leads to identify key deliverables and metrics. Track progress and demonstrate improvements in infrastructure stability through operational metrics.

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 3+ years applied experience
• Hands on experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Implement proactive problem management strategies by leveraging AI and machine learning models to predict potential issues before they occur. Conduct thematic reviews and pattern recognition analysis to identify trends and prevent recurrence.
• Apply AI and Large Language Model (LLM) knowledge to automate and optimize problem management workflows. Use AI-driven insights to improve the accuracy and efficiency of root cause analysis (RCA) processes.
• Utilize data analytics and visualization tools to interpret complex data insights and present them clearly to stakeholders. Drive data-driven decision-making to enhance the stability and resilience of technology infrastructure.

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud