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Application Support Manager

Req #: 170107380
Location: Columbus, OH, US
Job Category: Technology
Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 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 http://www.jpmorganchase.com/.
 
The Application Support Manager within a Production Management team is responsible for technical support of production applications and infrastructure.
Application Support Manager handles all support requests, incidents, issues, tickets and business continuity activities, to ensure flawless and quality delivery of services to end users. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to various teams and work in partnership with internal/external stakeholders.
 
In addition to driving resolution of day-to-day issues, major incidents, and outages to resolution, the Application Support Manager will work hand-in-hand with application development, infrastructure and implementation teams.
 
The ideal candidate should be detail oriented, have strong verbal and written communication skills, able to multi task and can work independently and is a team performer.  You should also have a proactive approach to identify problems before they happen and implement solutions that detect and prevent outage. 
 
The application support Managers will be pivotal as we transform to Agile/DevOps model, some of the areas of work will include automation, monitoring (alerting/logging), deployment and continuous integration working closely with our AD/Infrastructure partners.
 
Responsibilities:
 
Manage day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages.
  • Resource management and provide technical leadership/oversight to the team.
  • Web based Application Support of HTML, CSS, JavaScript, JQuery, Ajax, Angular, Knockout, Node, etc.  in a distributed applications (Oracle, SQL, SQL Server, UNIX, Linux, Java, Java servlets and JSP, Spring, Hibernate, SOAP, web services etc.
  • Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources.
  • Ensures information controls, back-up and recovery strategies are in place across all environments.
  • Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring.
  • Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
  • Develop and maintain relationships with technical staff, end users and clients.
  • Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.
  • Demonstrate creativity, innovation and high performance.
  • Resource management and provide technical leadership/oversight to the team.
  • 7+ years of hands-on experience in Production Support/Engineering and a minimum of 3 years of team leadership.
  • 7+ years experience with web based applications support , distributed applications in a UNIX/Linux/Aix environment with:
    • HTML, CSS, JavaScript, JQuery, Ajax, Angular, Knockout, Node, etc.
    • Oracle, SQL, SQL Server, UNIX, Linux, Java, Java servlets and JSP, Spring, Hibernate, SOAP, web services
  • 3 years experience in UNIX shell, Perl, Python, Ruby or similar scripting languages.
  • 3 years experience apache/tomcat/WebSphere and WebLogic.
  • Experience in Disaster Recovery planning and test execution.
  • Knowledge of Splunk, WILY, Geneos, Dynatrace.
  • Experience supporting mission-critical platforms/applications desirably in financial services industry,
  • Ability to influence and drive change at senior levels
  • Leadership skills, drive for continuous improvement
  • Excellent interpersonal, relationship and negotiating skills
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