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Job Description: Delivery Engineering Environment Experience (DEEE)
We are looking for highly capable technical support personnel, as part of a 24x5 Queue Management team for CCB non-products. You’ll manage ticket assignment and workload for Consumer & Community Banking (CCB) Delivery Engineering Environment Experience (DEEE). You’ll prioritize work and assignment to technical resources for issues discovered by end users or environment monitoring. You’ll complete initial triage and take appropriate mitigation steps within assigned Service Level Agreements (SLA's).
Objectives of the Role/Responsibilities
- Verify all required information is included in the Service Now ticket
- Perform initial triage and troubleshooting on reported issues and perform mitigation steps when possible
- Working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages when resolution isn’t possible
- Develop and maintain relationships with technical staff, end users and clients
- Carefully evaluate alternative risks and solutions before taking action to provide timely resolution
- Ensure proper data validation is performed on each Service Now ticket
- Quickly escalate issues that meet Standard / High definitions
Required Qualifications
- 2+ years of Hand-on experience with Public and Private Cloud-based applications, technologies and tools, deployment, monitoring, and operations, such as Kubernetes, Prometheus, FluentD, Slack, Elasticsearch, Grafana, Kibana, etc.
- 5+ years of experience with distributed applications (Oracle, Cassandra, MariaDB, MongoDB, SQL, SQL Server, NoSQL)
- 5+ years of hands-on experience with monitoring tools Splunk, WILY and Dynatrace.
- 5+ years of hands-on experience with Middleware Technologies (WebSphere, Apache, Tomcat, SM)
- 5+ years of analytical & trouble shooting skills.
- Bachelor’s degree in computer science or other technical, scientific discipline.
- Excellent problem / people management skills.
- Relentless drive for root cause and identify measures to reduce repeat occurrence.
- Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes.
- Understanding of Agile delivery principles and tools including Kanban framework.
- Experience with high volume, mission critical applications, and building upon messaging and or event-driven architectures. Understanding of container platforms such as Docker and Kubernetes.
- Experience in at least one technology stack designing, coding, testing, and delivering software.
- Experience with one or more public cloud platforms like AWS, GCP, Azure.
- Working knowledge of DevOps Tool chains and CICD.
- Experience working in in large, collaborative teams to achieve organizational goals.
- Strong communication skills with the ability to capture and articulate technical and non-technical details.
- Ability to work under a flexible schedule based on business needs.
- Basic knowledge of ITIL framework.
- Sound problem resolution, judgement, and decision-making.
- AWS Cloud Practitioner Certificated
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
