JPMorgan Chase Applications Support Analyst - Permit To Operate in Wilmington, Delaware

About Chase:

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.

Within Chase, Consumer Banking provides great products and an outstanding customer experience at over 5,600 branches and 18,700 ATMs in 23 states, as well as online and over the phone.

As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.

Job Description:

The Permit To Operate (PTO) Engineer will report in through Production Change Management, and will lead, support and facilitate cross functional process control and production readiness initiatives across the Card Services organization. Provide strategic and transformational support, including design and execution throughout implementation. Assuring that people/process/technical solutions align with strategic initiatives. Drive consensus among business units, including alignment of process and governance. Design activities include the documentation, management and oversight of end to end failure analysis and system monitoring capability development, assuring improved productivity, cost effectiveness, appropriate embedding of Key Performance Indicators, and appropriate controls for both regulatory and compliance considerations.


  • Represent all of the Production Management team interfacing with the project development and Application Development teams during the entire development lifecycle

  • Work with the Production Management team to conduct periodic P1 review and production breakage analysis associated with Production Releases to gain knowledge and lessons learned to improve Production Release delivery

  • Advocate for production management enhancement scope items during the project scope review

  • Provide approvals on major project deliverables including functional and non-functional requirements, architecture reviews, testing strategies and deferred defects. Improve requirements and designs that do not have clear SLA defined, do not consider exception scenarios and do not have support impacts documented.

  • Work with the project team to conduct failure analysis (formally FMEA – Failure Mode Effect Analysis) and drive monitoring requirements

  • Work with business partners, internal and external support partners to ensure that all external and internal support systems meet JPMC standard, all support process and flows are clearly documented with proper communication and an escalation mechanism.

  • Ensure operation support guide documents updated, support access granted and tested, all support personnel trained on the new products.

  • Conduct periodic checkpoints with project PM to go over production management control checklist, identify gaps and path to green throughout the development lifecycle.

  • Provide go/no-go recommendation to senior management based on the review conducted for the project.

  • Conduct post mortem on project and release quality and PTO effectiveness in terms of production stability measurements with focus on P1 incidents; drive continuous PTO process improvements

  • Undergraduate degree (4 year degree) in computer science or equivalent.

  • Three (3) years of production management experience with specific experiences in support of process and quality control required. Experience in Credit Card Support Operations strongly preferred.

  • Five (5) years of software development experience with specific experiences in utilizing rigorous SDLC process including waterfall and agile delivery principles.

  • Five (5) years of working experience in UNIX and Tandem operating environments with specific experience in web servers, application servers, database servers, scheduling system and file transfer system required.

  • Experience in developing and implementing Production monitoring systems, including System Monitoring, Transaction Monitoring, Job Monitoring and alert system. Specific experience in Java, SQL and scripting language preferred.

  • Experience in developing, writing and prioritization of Production Management enhancement requirements and specific use cases

  • Strong problem analysis, quantitative analysis and resolution techniques.

  • Concise and comprehensive, written and verbal communication and documentation skills.

  • Strong facilitation and influence skills across disparate audiences and levels

  • Ability to broker discussions, negotiate solutions, and encourage collaboration

  • Experience working collaboratively as part of a team

  • Strong control focus and attention to detail

  • Strong Presentation skills including use of PowerPoint to develop presentations and shape messages

  • Ability to manage multiple initiatives/projects, work in fast-paced environment, and meet deadlines

  • Ability to exercise discretion and good judgment in making decisions and driving consensus

  • Ability to be flexible and work under high pressure in a complex environment

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