Technology Product Support - Senior Associate

Job Description
Join a team where your expertise ensures the stability and performance of business-critical applications. You will have the opportunity to advance your career, collaborate with talented professionals, and make a meaningful impact on our technology landscape. At JPMorgan Chase, you will develop your skills, drive process improvements, and help shape a culture of continuous learning. You will benefit from a dynamic environment that values innovation, ownership, and diverse perspectives. Discover how you can grow your career while making a difference.
As an Application Support Lead in our technology organization, you will ensure high availability and rapid issue resolution for multiple business-critical applications. You will work with us to manage incidents, oversee change processes, and optimize monitoring strategies. You will collaborate with cross-functional teams to deliver reliable solutions and drive operational excellence. You will be part of a team that values your insights and fosters professional growth. Together, we create solutions that support our business and enhance client experiences.
Job responsibilities

• Lead day-to-day support for multiple business-critical applications, ensuring high availability and rapid issue resolution.
• Act as the escalation point for complex incidents, coordinating cross-functional teams to restore service and minimize business impact.
• Oversee incident management, tracking, and root cause analysis for production issues and client outages.
• Manage and validate changes in production and disaster recovery environments, including active participation in the Change Advisory Board process.
• Liaise with Development, QA, Operations, and client support teams for release management and user query resolution.
• Design, maintain, and optimize monitoring dashboards using tools such as Splunk, Geneos, Grafana, Kibana, AppDynamics, Dynatrace, Control M, and Autosys.
• Create and refine alerting strategies to ensure actionable alerts and maintain manageable alert volumes.
• Generate and analyze service KPIs, stability, and performance reports.
• Recommend and implement process improvements to reduce manual intervention and recurring issues.
• Apply SRE principles to enhance reliability, scalability, and performance of supported applications.

Required qualifications, capabilities, and skills

• Extensive experience in application and production support for large-scale, mission-critical platforms.
• Strong hands-on skills in UNIX, SQL (Oracle, CockroachDB), Python, Shell scripting, and Java.
• Proficiency with monitoring and observability tools: Splunk, Geneos, Grafana, Kibana, AppDynamics, Dynatrace, Control M, Autosys.
• Experience with AWS infrastructure and cloud platform monitoring.
• Demonstrated ability to manage incidents, changes, and requests in a complex environment.
• Strong analytical, problem-solving, and communication skills.
• Ability to collaborate effectively with stakeholders across technology and business.
• AWS Certification.
• Prior experience in both Systems Engineering and Software Development.
• Experience building dashboards and automating operational processes.

Preferred qualifications, capabilities, and skills

• Knowledge of trade lifecycle and database support domains.
• Experience mentoring and guiding support analysts and engineers.
• Background in documenting and sharing best practices across teams.
• Experience leading initiatives to reduce operational toil and improve service levels.
• Familiarity with automating operational tasks for cloud-based environments.
• Ability to generate and analyze service KPIs and performance reports.
• Experience supporting PLM patching activities and maintaining production stability.

About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.