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Call Center Production Product Owner

Req #: 170102544
Location: Wilmington, DE, US
Job Category: Technology
Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at
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.
The Production Engineer is a technical Subject Matter Expert that is accountable for the technical stability of the applications in the production environment. Provides Engineering expertise to facilitate operational readiness of internally and externally developed systems.  Design, manage and implement non-functional capabilities for solutions in physical, virtual and cloud environments.  Solutions will be in support of current state and transformation to DevOps, impacting areas including Automation, Monitoring, Alerting, Logging, Performance, Infrastructure, Configuration, Deployment and Ongoing Operations. The Production Engineer has a full understanding of the hardware and software architecture of the applications within the end to end business flow and is responsible for driving down technical debt, including working with the application development team to identify and remediate chronic technical issues, automating manual activities, and ensuring the health of the platform is properly maintained. Role works closely with Operations, Application Development and Infrastructure teams.
Key Responsibilities
  • Gain a thorough understanding of the technical architecture of the end to end product platform, through knowledge sharing sessions and personal investigation.
  • Create and maintain end to end product flow diagrams, and ensure all architecture components are well documented.
  • Raise any concerns about the technical product design that could put the stability and resiliency of the platform at risk.
  • Point of escalation during technically complex P1 issues to assist in resolution and restoring service, as required.
  • Conduct root cause analysis on P1 incidents and contribute to the resolution thereof, eliminating repeat issues and driving down MTTR.
  • Proactive identification of technical improvements to thematic recurring production tickets of any severity.  Reduce/eliminate false or un-actionable alerts and event storms.
  • Interrogate change controls including implementation and back out plans to ensure the technical plans are complete. Report any concerns to the Change readiness team and/or Application Development team, to drive down change related issues.
  • Identify and partner with Infrastructure teams and AD teams to implement automation opportunities to drive down toil and reduce technical debt.
  • Identify and implement tooling enhancements, ensuring full visibility into the environment  and driving proactive identification and resolution of issues.
  • In partnership with AD, participate in architectural design reviews to ensure non-functional requirements are included from design through implementation.
  • Drive resiliency of the application product suite, implementing the appropriate Continuity Management plans according to defined business requirements.  Includes  Disaster Recovery (DR), High Availability (HA), and/or Sustained Resiliency (SR) planning and automated, seamless execution.  Ensure Technical Recover Action Plan (TRAP) documents are accurately maintained.
  • Continuously evaluate and remediate all Application and Infrastructure Control (hygiene) breaks. Drive compliance for patching, failed backups, Security violations, Hardware, Software, and Configuration breaks, SSL Certificate policies, Firewall/PIRA maintenance, etc.
  • Review and ensure access levels to the production infrastructure are appropriate for individuals job responsibilities. Provide guidance to resource managers reviewing access for their teams.
10+ years of Application Development work experience throughout the entire project lifecycle
Proven Application Production Support experience
Proven experience and understanding of Agile and DevOps methods
Proven experience in incident/problem management.
Experience with log analysis and monitoring tools such as SPLUNK, DynaTrace, Opnet, AppDynamics, New Relic
Experience in scripting tools including CHEF, Puppet, Shell
Experience with Unix/Linux, JDBC
Experience with databases such as DB2, Oracle, Teradata, Hadoop, Mongo
Technology experience with XML (XSD, XPath, XQuery, XSLT), Java, Ruby on Rails, Python
Knowledge of queue technologies, such as MQ/JMS
Understanding of networking and cloud technologies, for example Security, Load Balancing, Network routing protocols
Understanding of the Java/J2EE technology stack and web technologies
Capable of executing and delivering on a multitude of concurrent initiatives in a dynamic environment
Strong communication skills, both verbal and written, with the ability to lead/manage large conference calls.
Ability to work independently as a self-starter, and within a team environment.
Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously.
Working knowledge of Microsoft products, including Outlook, Word, Excel, and PowerPoint.
Banking and/or financial services industry experience
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