About this role
Make your mark by protecting always-on platforms while growing your skills in a team that values learning, mobility, and operational excellence.
As a Technology Support Associate at JPMorgan Chase within Infrastructure Platforms, you support mainframe production and development environments through proactive monitoring, wellness checks, and timely triage. You meet defined service level agreements and service level objectives by resolving incidents, investigating root causes, and coordinating vendor and stakeholder communications. You strengthen operational stability by maintaining event and outage logs and assisting with hardware and software patch and product updates.
Job Responsibilities
- Analyze production application flows to ensure end-to-end service delivery across applications, systems, and infrastructure.
- Monitor mainframe production and development environments for anomalies using standard observability and triage tools.
- Troubleshoot incidents to restore service within defined service level agreements and service level objectives, documenting actions taken.
- Investigate root causes to improve long-term stability through problem management participation.
- Escalate issues appropriately and communicate status, impact, and resolution to business and technology stakeholders.
- Identify recurring trends across incidents, problems, and changes to support full-stack systems, applications, and infrastructure.
- Maintain event and outage logs to support transparency, reporting, and post-incident learning.
- Coordinate vendor engagement when required to resolve platform or tooling issues.
- Assist hardware and software patching and product updates in line with policies and procedures.
- Apply attention to detail and sound judgment when making decisions on complex problems.
- Drive continuous improvement by proposing creative, practical solutions that reduce operational risk.
Required qualifications, skills, and capabilities:
- Complete formal training or certification in technology support concepts and bring 2+ years of applied experience.
- Demonstrate hands-on experience troubleshooting, resolving, and maintaining information technology services.
- Hold a bachelor’s degree in an information systems discipline or a three-year technical degree.
- Operate mainframe systems and batch operations in a production support context.
- Use Netcool, Control-M, CA7, Zeke, and mainframe console tooling to monitor and triage workloads.
- Explain foundational mainframe concepts and exposure to IBM z-Series environments with an operations focus.
- Execute mainframe initial program load (IPL) activities in accordance with documented runbooks and change controls.
- Apply working knowledge of applications or infrastructure in large-scale technology environments, on premises or in public cloud.
- Follow processes aligned to the Information Technology Infrastructure Library framework.
Preferred qualifications, skills, and capabilities:
- Develop working knowledge of one or more general-purpose programming languages or automation scripting to support operational tooling.
- Leverage observability and monitoring tools and techniques to improve detection and triage.
- Perform hardware break-fix activities and apply basic storage function knowledge in support of platform reliability.
- Collaborate effectively within a team environment, sharing knowledge and supporting inclusive ways of working.