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Incident Support Specialitst

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at


Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The Global Service Operations (GSO) organization within GTI plays a critical role in providing operational support of enterprise systems that host applications at the core of JPMorgan Chase's business.


This position is for an incident associate role within the Integrated Compute Platform (ICP) team. You will be responsible for reviewing day-to-day operational incidents, analyzing incident patterns, associating incidents to known issues, and ensuring these issues are properly prioritized for remediation by our development teams. You will construct and maintain operational reporting to ensure awareness of any issues that affect the platform, acting as a liaison between ICP Operations and both the ICP Engineering team and our vendor partners. You will work with our automation team to ensure all necessary data related to production incidents is being captured, gaps are called out and remediated, and retention of data is handled properly.


ICP includes multiple hardware and software stacks – including networking, compute and virtualization, storage, and automation layers. Incident analysts are expected to have an in-depth understanding of each functional area of the platform architecture to facilitate proper problem triage and analysis.  Significant training will be provided in each technical area to qualified candidates. Complex systems analysis and troubleshooting capabilities are mandatory for this position.


This operations area is actively moving towards a DevOps/Site Resiliency Engineering (SRE) model over the next year. Preferred candidates will have programming backgrounds in Python/Java and a drive to improve production operations through automation.

  • Analyze patterns of production incidents, associate them to known issues, and maintain a prioritized master list of all known issues which affect the ICP platform
  • Construct data models to forecast the amount of engineer time being spent on various issue types, as well as the amount of engineer time saved through automation efforts
  • Provide a weekly forum to review known issues with all teams associated with the ICP space, including construction of required presentations and reports
  • Act as the liaison between ICP Operations and both the ICP Engineering team and our vendor partners, collect additional data when required, and ensure proper data handoff
  • Assist the ICP development teams in the construction of permanent remediation plans for known issues, and assist with breaking down associated epics into logical pieces
  • Direct post-mortem efforts for incidents, manage any associated root cause items within the firm’s documentation systems, and ensure permanent closure of production risks
  • Ensure that data repositories properly receive data for every required impacting event from our incident automation tools, and that any gaps are properly closed out

This position is anticipated to require the use of one or more High Security Access (HSA) systems.  Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter.  The enhanced screening will need to be successfully completed prior to commencing employment or assignment.

  • Bachelor's degree (or equivalent experience) in Computer Science/Engineering
  • Incident resolution experience in an large scale operations environment
  • Experience integrating disparate data sources and dealing with data quality issues
  • Solid presentation construction and delivery skills (while under pressure)
  • Strong English language skills (verbal and written) are required for this position
  • Demonstrated sense of ownership and drive to improve production operations
  • Excellent organizational and workload management capabilities
  • Current certification or equivalent experience in any of the following technology areas:
    • VMware/ESXi or Microsoft Hyper-V virtualization platforms
    • Cisco MDS or Brocade DCX FC switching
    • Cisco Nexus IP switching

Req #: 180037259
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 3000 US Dollar (USD)

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