JPMorgan Chase Technology Operations L1 Analyst in Tampa, Florida

JPMorgan Chase & Co. is a leading global financial services firm with assets over a trillion dollars and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

Consumer & Community Banking (CCB) Technology provides support for the CCB businesses which serve more than half of US households and four million small businesses across Consumer, Business and Home Lending, Card Services, Chase Wealth Management, Auto Finance, Chase Merchant Services, and Digital Media. The CCB Technology organization is comprised of approximately 7,800 employees globally, with an annual technology investment of $3 billion.

CCB Production Management is accountable for maintaining the production environment for all of our Chase businesses including:

Chase.com, Retail branches, Lending, and Customer service. In addition, the organization supports approximately 1,100 applications and is responsible for over 50 million customer’s technology experience.

JP Morgan Chase is undertaking an aggressive merchant services transformation agenda within the Consumer and Community Bank (CCB) which serves over 50 million customers, and builds on the success of the our market leading mobile and online service offerings. JPMC is investing in innovative ways to deepen customer engagement and create the most compelling merchant experience in the financial services industry. We are looking for talent that will help us position JPMC as the undisputed leader in merchant financial services and payments, enabling JPMC to deliver highly personalized, real time experiences that wow our customers.

Position Summary:

As an application support analyst in the Merchant Services team, you will be responsible for Level 1 monitoring and support. You will serve as liaison between Operations and the support groups. Make recommendations for automation of repetitive tasks, creating business cases for Development groups to provide needed tools and enhancements. Document and train staff for future support.

Key Responsibilities:

  • Leads, mentors and coaches a team of at least 7 Operators and Analysts

  • Research issues escalated from Operations internal alerts, Help Desks, Support Groups and other departments

  • Provides accurate problem identification, ticket documentation and customer/vendor dialogue

  • Documents small-to medium-scale projects and delivers presentations with minimal supervision

  • Provides activity, progress and status reports to management and keeps management posted of any critical issues

  • Design, document and enforce escalation policies and procedures

Qualifications:

  • 3+ years of overall professional experience in an large-scale, high availability, fast paced, distributed environment.

  • 2+ years’ experience in a technical lead or support management role.

  • 3+ years’ experience with Tandem batch processing, including submitting jobs and validating data

  • 2+ years’ experience in UNIX, Stratus, Control M, Tandem and operating system functionality. UNIX administrative skills a plus

  • 2+ years knowledge of mainframe and tandem platforms

  • Understanding of monitoring tools a plus.

  • Self-Starter with the ability to identify, troubleshoot, and skilled in problem solving and decision making.

  • Proven ability to multi-task, prioritize and attention to detail in a fast paced ever changing environment.

  • Strong interpersonal skills, including verbal, written, and listening skills with the ability to influence and lead others.

  • Ability to interact with individuals on all organizational levels.

  • Establishes strong working relationships with team members and across functions.

  • Ability to communicate with technical and non-technical customers.

  • Able to work under pressure to resolve issues affecting the production services.

  • Excellent analytical skills.

  • Good project management skills.

  • Great language skills with languages such as Python or Java

  • Advanced Oracle SQL ability

  • Knowledge of relational databases preferred

  • Unix shell scripting such as ksh and perl preferred

  • Basic knowledge of networking technology preferred

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.