Apply Now    

Application Support Manager

Job Description

Corporate Technology & Risk (CTR) delivers streamlined and consistent solutions supporting JPMorgan Chase’s Controls, Compliance, Legal, HR and IT Risk agendas, with a focus on stability, delivery, efficiencies and people. The goal of CTR’s drive to standardization, consistency and simplicity is a JPMorgan Chase architecture that fosters long-term productivity, quality and innovation across the entire enterprise. The disciplines within this organization are Compliance Technology, Oversight & Controls Technology, Legal & e-Discovery, Identity & Access Management, IT Risk & Controls, HR Real Estate & Global Services Technology, and Third Party Risk Management. 

 

Job Description:

 

This is a Level 1 Application Support Manager role within the Corporate Technology Application Operate team.  The role provides day-to-day leadership for the local L1 support team and also continually analyses the end-to-end service to identify opportunities that increase production application resiliency through process and tool improvements.

The Corporate Technology Application Operate global team will provide support to approximately 500 applications across the following towers:
LCS Legal, Compliance and Security Technology
CST Control Systems Technology
EAA Enterprise  Access Administration
GIAM Global Identity & Access Management
HRT Human Resources Technology
TOC Tech Ops and Controls

The role is responsible for application production support, provides incident support upon escalation, and drives problem determination and resolution. The position will be a part of the L1 leadership team and  will provide input to Service Strategy and Continual Service Improvement across the application portfolio, implementing strategic solutions and training Level 1 support. The position will be focused on proactive analysis to drive down outage minutes, improve recovery time, improve monitoring and reduce time to engage.

 

This is a Level 1 Application Support Manager role within the Corporate Technology Application Operate team.  The role provides day-to-day leadership for the local L1 support team and also continually analyses the end-to-end service to identify opportunities that increase production application resiliency through process and tool improvements.

The Corporate Technology Application Operate global team will provide support to approximately 500 applications across the following towers:
LCS Legal, Compliance and Security Technology
CST Control Systems Technology
EAA Enterprise  Access Administration
GIAM Global Identity & Access Management
HRT Human Resources Technology
TOC Tech Ops and Controls

The role is responsible for application production support, provides incident support upon escalation, and drives problem determination and resolution. The position will be a part of the L1 leadership team and  will provide input to Service Strategy and Continual Service Improvement across the application portfolio, implementing strategic solutions and training Level 1 support. The position will be focused on proactive analysis to drive down outage minutes, improve recovery time, improve monitoring and reduce time to engage.

 

Objectives:


• Develop and maintain effective relationships with application and technology stakeholders
• Maintain and enhance application resiliency through disciplined production control practices including proactive monitoring and alerting, issue management and process improvement
• Attain an extensive and practical understanding of all CTR application monitoring platforms used across production environment
• Identify opportunities to improve service capabilities across the application suite

 

Responsibilities

·         Work as part of the L1 Leadershiop  team to deliver against core business objectives and the target objectives and operating model

·         Report directly to the L1 Global Leader,

·         Provide day-to-day application support within the production environment to a standard that meets or exceeds Operational Level Agreements.

·         Facilitate the transition of production application support tasks from other towers into the L1 Team in order to realise increased service optimisation through economies of scale.

·         Facilitate the on-boarding of new application production application support tasks  from  AD partners into to the L1 Team in order to realise increased service optimisation through economies of scale.

·         Continually analyse service metrics to identify production resiliency improvement opportunities and present findings to technology stakeholders to discuss, agree and implement solutions.

·         Manage the shift rotation as part of the global team providing  24x7 on-site support 365 days per year

·         Support operations and capability improvement projects, including the key functions of:

1.     Incident Management

2.     Problem Management

3.     Event Management

4.     Risk and Information Security Management

5.     Change Management

6.     Knowledge Management

7.     Availability Management

·         Leadership in owning issue resolution.

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

·         Provide technical expertise and share knowledge with team as required

·         Ability to learn new products and technologies outside of background experience

Skills and Knowledge Required

·         5+ years of experience in IT operations

·         2+ years of experience in managing and leading teams

·         3+ years of experience in formal incident and problem management

·         Knowledge of ITIL processes

·         Experience with escalated ticket management

·         Excellent analytical and problem-solving skills

·         Ability to work weekend on call rotations as required.

·         Strong communication skills both written and verbal

·         Self starter with confidence to drive issues through to completion in highly pressured environment

·         Solid investigation and analysis skills for recommending value-add solutions in problem focus areas

·         Multi-disciplined technology skills encompassing some or al:l

o    Enterprise Monitoring and Alerting Tools, e.g. APICA, App Dynamics, Geneos, Nagios, Foglight, etc

o    Enterprise Job Scheduling Tools, e.g. Control-M, AutoSys, etc

o    Linux/Unix skills (Shell Scripting preferred but not essential)

o    Web services, IIS, Apache

Database skills, including fundamental understanding of SQL and Stored Procedures

Req #: 160044339
Location: Hyderabad, AP IN
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 50000 Indian Rupee (INR)

Apply Now    

Join our Talent Community

Not ready to apply? Leave your information with us and we will keep you up to date with new career opportunities.

Join Now

Privacy Statement

Any information you provide is confidential and will only be viewed by our recruiters in an effort to fill open positions. In addition, the information you provide is subject to our privacy policy practices.

Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.

The firm invites all interested and qualified candidates to apply for employment opportunities.

Need disability related assistance?

If you are a US or Canadian applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us by calling (US and Canada Only) 1-866-777-4690. Please indicate the specifics of the assistance needed.


Keep in touch

Not ready to apply? Leave your information with us and we will keep you up to date with new career opportunities.