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Field Support - APAC - CB Tech

Job Description

Field Support Engineer
Job Description
The Field Support Engineer’s role is responsible build strong working relationships with internal Clients and Businesses to effectively provide end user support related to production assurance, connectivity services and service improvement.  Key to this role is ability to anticipate problems and analyzes ways to mitigate the risk. Provide production support including accurate problem identification, ticket documentation and customer/vendor dialogue.  In addition, the Field Support Engineer help to define, predict, and deploy site based technology and infrastructure upgrades; provide release-level planning and coordination; to engage with GTI and other infrastructure partners to stay abreast of enterprise changes.
The following will be functions of this role: 
  • Manage CB Identified Global Technology Service Improvement Initiatives
  • Business Intake and Prioritization of end user technology initiatives
  • Be on the road often visiting users at Commercial Banking locations throughout the country
  • Identify/Recommend New Ideas for Process Improvement
  • Technology Roadmaps
  • Technology Whitepapers Specific to the Business
  • 3rd Level Support for Infrastructure Escalations (identifies & coordinates resources, manage through completion, white glove support, etc.)
  • Build consensus between the technical and business teams and bring open issues to resolution in order to meet the project deliverables on time and within budget
  • Responsible for coaching and mentoring less experienced team members
  • In depth functional knowledge of the JPMC Global Technology tools used to plan and build end user services
  • Expert knowledge of the business(es) supported in JPMC and Commercial Banking
  • Expert knowledge of the JPMC Global Technology organizations and processes used in firm wide product deployments
  • 7 - 10 years of experience in end user technologies and end user technology management experience required
  • Strong communication skills (written and verbal)
  • Proven ability to translate technical concepts to a non-technical audience and vice versa
  • Proven experience implementing quality guidelines, standards, and procedures
  • The ability to work independently and in a team environment
  • Demonstrated organizational and interpersonal skills
  • Strong analysis and troubleshooting skills
  • Strong client engagement skills
  • Strong systems skills with advanced level proficiency in Word, Excel and PowerPoint
  • Advanced business application and business process knowledge would be beneficial
  • Excellent oral and written communication skills
  • Strong interpersonal skills
  • Ability to blend strategic thinking & tactical delivery of solutions
  • Ability to work under pressure of multiple projects and deadlines
  • Ability to interpret and apply required policies and procedures
  • Ability to work with minimal supervision (self-starter)
  • Ability and desire to work in a team environment
  • Ability and desire to lead a technology team
  • Minimum 4-year bachelor’s degree in technical field or equivalent technical work experience
Req #: 160045437
Location: Bangalore East, KA IN
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: Indian Rupee (INR)

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