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Production Support Manager

Req #: 170111362
Location: Wilmington, DE, US
Job Category: Technology
Job Description:
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.
 
This position is global in reach, working with teams across the US and India.  Our business is highly innovative, and technologies we rely upon are ever changing.  Our teams are agile in nature, and are rapidly taking on new capabilities, tools and methods including Automation, DevOps, Continuous Integration and Cloud.  Successful candidates will demonstrate technical acumen across a broad reach of technologies, and have the proven ability to adapt to an ever changing environment.
 
Position Summary

As part of the Consumer Card Production Management team, primary responsibilities will be to ensure the smooth and effective operation of applications and 24/7 availability of the systems through careful monitoring of infrastructure, production processes, automating procedures where possible via scripting, and performing Permit to Operate on each application release. L2 Support is responsible for day to day support of CT environments infrastructure products including the production, test and DR environments. Works with the development and other support teams to provide design guidelines and imparts knowledge on technical trends and solutions. The candidate will Instrument end to end monitoring of the Consumer infrastructure, ensuring high availability of the environment and timely alerting of any potential issues.  Ensures infrastructures have adequate capacity and are refreshed on a periodic basis. Develops and maintains system documentation, run-books and production metrics reporting.  Work effectively within the CCB team to identify and resolve issues. Communicate effectively with both technical and non-technical individuals at all levels.

Additionally, responsible for application administration, resolving client issues, change management, documentation, installs/upgrades, coordinate outages with the customers, coordinate patching with server team and perform restarts.

 

Day to day responsibilities include but not limited to:

- Provide 2nd Level support for in-house applications.

- Provide Off-Hours support, as needed, to resolve system problems during non-business hours or backlogs

- Ensure the support team performs daily health checks of the applications, scripts, and infrastructure.

- Provide leadership and daily support in order to ensure customer satisfaction. 

- Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional.

- Ensure timely monitoring and resolving of HPSM tickets.

- Works with team to develop scripts to automate repeatable manual tasks.

- Troubleshoot and resolve application or infrastructure issues.  This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems. 

- Technical expertise on multiple platforms is required.

- Participate in Disaster Recovery events and Major Event Changes.

- Participate in audit support activities, as they pertain to Information Security, for both internal and external audits.  Perform audit support tasks as assigned. 

- Evaluate service level issues and suggested enhancements escalated by Service Delivery Team to diagnose and address underlying system problems and inefficiencies

- Engage third party suppliers on applications support issues

 

Additional duties will include leading the L1 & L2 calibre troubleshooting/triage of incidents, reviewing data-quality issues, completing escalation management. In addition the individual will be providing L2 monitoring support at the infrastructure, application & middleware layers, resolving and reporting of incidents for the production environments. The resource will be responsible for performing L2 calibre troubleshooting/triage of incidents, completing escalation management. In addition, the resource will execute systems administrative tasks, help to create and maintain production support documentation and assist on projects when directed. In this position, the individual will be able quickly evaluate information, engage and assist technology staff, and communicate issues to help remediate and resolve production issues efficiently and effectively. In support of the incident management activities the L2 support will work closely with other technology groups including Development, Data Base Administration, QA, Infrastructure (Networking, Systems and Storage, Build and Deploy, and Operations) teams.

    Skill Requirements:
    • Bachelors degree in Computer Science or related field of study or equivalent relevant experience in mainframe programming
    • 5-8 years of experience with large mainframe based applications built with CICS, Cobol, JCL, DB2
    • Mainframe Tools - REXX, Zeke, Changeman, Sync Sort.
    • Experience and knowledge of change management, implementation planning and release management.
    • Experience and knowledge of in code management and versioning methodologies with experience with a leading code management tool.
    • General experience of finance industry experience not required but preferred
    • Good oral and written communication skills.
    • Ability to work well either independently or as part of a team.
    • Familiarity with Agile software development methodologies to ensure the early and continuous delivery of software
  • Preferred Skills/Experience:
      • Familiar with Agile Methodology, Project Life Cycle
      • Business exposure in banking and finance is preferred
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