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Production Support Lead

Req #: 170108081
Location: Columbus, OH, US
Job Category: Technology
Job Description:
Chase is the U.S. consumer and business 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.

 

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.

 

Consumer & Community Banking (CCB) Production Management is accountable for maintaining the production environment for all of our Chase businesses including Chase.com, mobile banking, retail branches, lending and customer service. Our Vision is to deliver an “always available” customer experience, where change is executed seamlessly in an automated and simplified environment. We are made up of high-performing teams with business and technical expertise partnering across the organization to drive continuous improvement, using ITIL-based processes and practices.


The Production Support Lead will be responsible for technical support of production applications and infrastructure. Individual manage 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 Production Support Lead will work hand-in-hand with application development, infrastructure and implementation teams.

 

Individual will help drive transformation to Agile/DevOps model. This 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.
  • Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.
  • 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.
  • 7+ years of hands-on experience in Production Support/Engineering.
  • 7+ years experience managing UNIX/Linux/Aix environment.
  • 7+ years experience with distributed applications (Oracle, SQL, SQL Server, UNIX, Linux, Java, Java servlets and JSP, Spring, Hibernate, SOAP, web services etc.)
  • 1-3 years experience in UNIX shell, Perl, Python, Ruby or similar scripting languages.
  • 1-3 years experience utilizing scheduler software such Control-M or Autosys
  • 1-3 years experience apache/tomcat/WebSphere and WebLogic.
  • Experience in Disaster Recovery planning and test execution.
  • Knowledge of Splunk, WILY, Geneos, Dynatrace is a plus.
  • Knowledge working in Scrum/Kanban is a plus.
  • Experience working with scheduling tools like Autosys/Control-M is a plus.
  • Experience in a client facing role (external or internal)
  • Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes
  • Strong knowledge of relevant applications and development of life cycles
  • Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes
  • Strong knowledge of relevant applications and development of life cycles
  • Excellent problem management skills and relentless drive for root cause and execute measures to reduce repeat occurrence.

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