Applications Support - Bengaluru, India - JPMorgan Chase Bank, N.A.

JPMorgan Chase Bank, N.A.

Verified Company

Bengaluru, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Business Overview

About J.P. Morgan Chase & Co.
J.P.

Morgan is a leading global financial services firm with assets of $2.1 trillion and operations in more than 60 countries.

The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity.

About J.P. Morgan's Corporate & Investment Bank
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries.

With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

About J.P. Morgan's Corporate & Investment Bank Production Management

Position Summary

The Application Support Associate is required to quickly evaluate information, engage and assist technology staff, and communicate issues to help remediate and resolve production problems efficiently and effectively.

In support of incident management and problem management functions, they work closely with other groups as needed to mitigate client impacts and operate within defined SLAs.

They are accountable to develop and implement tactical and strategic approaches to eliminate incidents, or the reoccurrence of service disruptions, to lower the probability of reoccurrence, or to lessen the impacts from incidents.

Included in the expectations is a requirement to continually drive process improvements.

The Application Support Associate is also responsible for coordinating with various Project Management groups to understand current projects and be part of the overall program delivery model, including review and acceptance of key project deliverables into production environments.

They will ensure all required monitoring and training of support updates are completed prior to production acceptance.

Responsibilities
Responsibilities include (but are not limited to) the following:

Interacts with peer groups, as needed in delivering the objectives for the production operations unit assigned.
Maintains effective relationships with core and extended program team members, peers, senior stakeholders and business managers.
Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation's overall standards and operations objectives.
Ensures monitoring alerts and systems events are assessed, prioritized, and managed
Manages client impacting incidents including business impact assessment, technical resolution, engagement, and communications
Ensures team complies with JPMC standards, regulations, and corporate requirements
Automate routine tasks by scripting or other coding means
Create & maintain operational metrics
Drives the implementation and adherence to incident, problem, and change management processes
Ensures potential client impacting incidents are identified and remediated prior to client impact or remediated as soon as possible after issues arise
Builds and maintains strong relationships with JPMC technology teams and business partners to identify process improvement opportunities
Drives continuous improvement of services and processes in order to increase platform stability and realize operational efficiencies
Participates in post incident reviews for client impacting incidents
Identifies post incident review action items and process improvement opportunities
Works with Change Management/ Release Managers on the evaluation of change events
Manages technical bridges and/or business bridges, as required, as well as uses knowledge of support organizations to minimize MTTR (Mean Time to Recover)
Supports or leads as needed Resiliency events (Disaster Recovery, Sustained Resiliency, etc.)
Ensures Business Continuity objectives are met
Aligns service offerings with business strategies, goals, and objectives
Assists in translating business requirements into proposed IT services & solutions
Develops and distributes performance metrics for core services and reporting for the unit
Designs & implements customer satisfaction surveys and measurements
Develops and maintains process and procedure documentation (knowledge management)
Collaborates with technology and business partners to continuously identify proactive monitoring and health check opportunities
Assures Operations Run Book and other knowledge management documents are up to date
Contributes to the evaluation, implementation, and ongoing maintenance of monitoring tools used
Provides technical and procedural training, coaching and guidance to support associates
Assists manager in resolving high level conflicts or program issues by making decisions or negotiating