Global Services Operations (GSO) - is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.
Under limited supervision, working within complex large midrange platform (Tandem/OVMS/Transmission Control ) environments within the infrastructure operation center (IOC) , as a member of highly technical production support team, pro-actively monitor, perform wellness checks, and observe the status of batch job stream processing. Detecting and identifying job exceptions, job failures, workflow processing incidents, and a variety of error/alert messages that are displayed on the monitoring systems and related business applications. .
Performing critical production support activities, including incident analysis, ticketing, notification and escalation to support personnel, restart/recovery, documentation, and reporting.
Directly communicating with, using online messaging systems and/or by telephone, members of the production support team(s), management, application support teams, vendors, and business clients in the process of resolving incidents. Focused on the daily goal of meeting established business Service Level Agreements (SLAs) and/or Service Level Objectives (SLOs) for the bank's internal/external customers.
Monitor and perform requested workload scheduling changes. Attend and participate in turnover meetings, team meetings, project meeting, and application support meeting, as scheduled by management. Attend and successfully complete required technical training classes, seminars, and on-the-job training, as assigned by management.
Participate in scheduled Disaster Recovery exercises as directed by management. Perform mentoring and training to members of the Tandem/OVMS/TransControl team as required. Perform leadership responsibilities and duties as assigned by management.
Key Functional Responsibilities
·Monitor and execute large midrange job batch job streams, observing the status of batch job scheduling, batch job exceptions, and associated incident/failure messages. Monitor IOC onsite pagers for incident alerts. Perform SLA or SLO wellness checkpoints on the status of critical processing events and create/distribute daily wellness status reports as required.
·Perform large midrange incident analysis, issuing notification to the documented on-call support application teams. Pro-actively assist team members in performing analysis and required notification requirements.
·Open and update incident documentation in JPMC's ticket application system as required for incident failures. In addition, document incidents in turnover and other required SLA/SLO tracking reports.
·Perform escalation on critical incidents to IOC priority support teams as required by documentation and/or directed by IOC management. Engage in incident management bridge calls with the IOC priority support team(s), on-call support application teams, and management. Create and publish an IOC TimeLine of major operational events during the recovery of critical priority incidents that were escalated by the IOC staff.
Provide support service through SRE methodology and software development operations
Pro-actively monitor and assist team members in performing escalation procedures and validate policies are being performed to standards.
·Perform required restarts and recovery activities for incident failures. Perform job execution overrides during recovery activities, as required by documentation and/or directed by the support application teams. Pro-actively monitor and assist team members in performing restart/recovery procedures and validate policies are being performed to standards.
·Monitor and process customer requests for workflow scheduling changes and promote emergency "unplanned" change packages through JPMC's change management application as required. Pro-actively monitor and assist team members in performing requests/change procedures and validate policies are being performed to standards.
Key Operational Responsibilities
·Attend shift turnover meeting(s) to review and analyze turnover information, both written and verbal, from onsite/offsite mainframe operational staff. Prepare, review, and correlate information to staff at turnover. Answer questions as needed.
·Takes the lead in Pro-actively working with all team members to assure proper communication is consistently occurring.
·Attend all IOC team, project, and application support meeting as directed by IOC management.
·Prepare and provide technical training classes, seminars, and on-the-job training sessions to team members as needed or directed by IOC management. Note: IOC management may require travel to other JPMC IOC sites for geo-diversity training.
·Independently makes accurate and timely technical decisions with minimal management intervention.
·Perform Disaster Recovery (DR) testing as required by IOC management. Note: IOC management may require travel to other JPMC IOC sites for DR testing and/or training.