Application Support Engineer - Corporate Technology

Posted 13 Sep 2018

JP Morgan Chase

Houston, TX United States


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The Corporate Technology (CT) organization develops applications and provides technology support for corporate functions across JPMorgan Chase, including Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and all functions within the Corporate Administrative Office (CAO).
CT teams are aligned with corporate partners evolving technology needs and the firms ever expanding technology controls agenda.A top CT priority is building scalable corporate systems. Teams focus on:


·Responding to the evolving regulatory environment and helping to meet the firms regulatory commitments by addressing internal and external commitments


·Advancing the firms Roadmap programs -- Single Sourcing of data, Architecture Convergence, and Rationalization of Platforms


·Adopting industry leading technologies to support best-in-class business capabilities for high performance computing and data storage solutions


·Driving innovation across the firms corporate technology portfolio, increasing efficiencies through process automation, and Agile application development, with an emphasis on user experience and shorter development cycles


·Investing in security & controls for cyber, access/entitlements uplift, data protection and application resiliency 



Role Description


The Application Support Engineer is responsible for providing technical analysis, troubleshooting and driving incident remediation for a portfolio of applications on various technology platforms that include both custom developed and packaged software solutions.  The Application Support Engineer is required to work closely with Application Development, infrastructure and business teams to ensure the timely analysis and resolution of issues raised on a day to day basis.  The Engineer is also required to adopt the standard operate framework within Corporate Technology and use the various tools for incident, risk, resiliency, change and knowledge management.



In addition, the Application Support Engineer is expected to provide input to continuous service improvement with a focus on proactive analysis to drive down incident volume, reduce time to repair, and improve service efficiency. 



The role will require interactions with users and infrastructure support teams so must have strong communication skills, teamwork, as well as ability to effectively prioritize and manage a wide variety of tasks. 



Key responsibilities


·Support operations, projects, and capability improvement for the entire service lifecycle, including the key functions of:


oIncident Management


oProblem Management


oEvent Management


oRelease Management


oResiliency Management


oCapacity Management


·Manage P1 bridge call, engage all required teams (vendor, GTI, AD), drive analysis, remediation, and root cause analysis. 


·Review incidents for themes/trends and lead multiple technology groups to resolve chronic issues.


·Identifying problems and opportunities, and participate in developing solutions


·Participate and own investigation and resolution of complex problems related to supported technologies


·Provide escalated ticket/incident management supported applications as well as will participate in defect management, issue tracking/trending.


·Taking leadership in owning issue resolution and driving them to completion.


·Ensuring that incident and problem management processes and procedures are followed and adhered to standards.


·Communicate with clients and management to inform status, issues/risks and remediation plan. 


·Work with the vendor on any support cases to seek out and test remediation


·Provide performance /capacity metrics and ad hoc reporting of the same  


·Provide technical expertise and share knowledge with team as required


·Be on a weekend on-call rotation to provide level-2/3 application support (a 24x7 L1 team fields all calls and escalate only if needed)


·Monitor the application performance and provide technical support as required


·Partake in audit support activities as pertain to Information Security, for both internal and external audits.Perform audit support tasks as assigned.


·Manage the application risk to ensure security and resiliency of the applications are in compliance with firm and regulatory requirements.


·Define and implement a continuous improvement program for operate.


·Oversight of production releases working with the AD in production application publishing and application launches.


·Learn new products and technologies outside of background experience.


 


 



·Must have 5+ years of application development and/or support work experience.


·Experience with escalated ticket management.Able to work under pressure to resolve issues affecting production services.


·Excellent analytical, problem-solving and multi-tasking skills.


·Experience with creating process, procedures, and documentation relating to incident management or systems operations.


·Able to work weekend on call rotations as required.


·Able to work independently as a self-starter as well as within a team dynamic.


·Ability to coordinate tasks with multiple teams in multiple locations and time zones.


·Energetic and highly self motivated.


·Effective communication skills with a diverse audience (technical and non technical).


·Able to adapt to new technologies.



Technical Skills:


·Experience with supporting OS (Windows, Linux), web servers (IIS, Apache), application servers (WebSphere, Tomcat).


·Configuring, maintaining and supporting multiple web applications on IIS/Apache & WebSphere/Tomcat platforms.


·Hands-on experience in troubleshoot performance issue including analyzing heap/thread dumps.


·Experience in performance tuning of web applications.


·Database support experience for Oracle and MS SQL.


·Experience in optimizing database queries.


·Experience with XML, HTML, Java, Java Script, and Unix Shell Script (ksh)


·Monitoring tools experience (AppDynamic, Apica, Splunk, etc) is a plus.


 



Job Source: Stackoverflow
Job Source: Stackoverflow

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