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Mainframe Applications Support Analyst

Req #: 170071809
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

Provide support for production systems and applications in the Enterprise Systems(ES) division of Consumer Business Banking (CBB),specifically supporting applications running in the Branches. Teams stationed in both US and India provide a 24/7 support model across all disciplines and environments.

Mainframe Application Support & Monitoring: 
  • Monitor infrastructure, servers, databases, distributed batch jobs.
  • Aggressively respond to service requests from Client facing support teams, Operations, Risk/control partners, etc.
  • Troubleshoot technical issues (Main Frame, Java/J2EE) or escalate and work with appropriate technology teams to provide solutions.
  • Support Sustained Resiliency, Disaster Recovery, and High Availability events. 
Incident Management: 
  • Coordinate incident management coverage, to ensure appropriate coverage
  • Call facilitation, coordination and communications during critical outage situations
  • Call documentation, queue management, ticket analysis and interface to impacting lines of business for incident impact analysis via the Production Assurance process
  • Single voice for our line of business and for cross line of business incidents
  • End to end view of issues for objectivity
  • Influence senior technology leads across organizations to ensure timely resolution of incidents 
Problem Management: 
  • Participate and ensure RCA (root cause analysis) activities on client impacting incidents are executed and action items are assigned / completed.
  • Provide expertise and support during critical incidents, interfacing with all impacted groups to better manage the message.
  • Chronic issue coordination and leadership.
  • Guidance to all staff involved and vendors in driving a coordinated approach for results.
  • Minimum 5 years of relevant Information Technology experience
  • Should be able to provide 24/7 on-call support
  • Batch scheduling experience is a plus, Zeke, Control-M, AbInitio.
  • Proven experience in incident/problem management or call center experience.
  • Solid technical skills (knowledge of client server technology, networking basics, database technology etc.)
  • Excellent communication skills, both verbal and written, with the ability to lead/manage large conference calls. Comfortable providing clear problem descriptions and guidance to business users in a time critical environment. 
  • Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process.
  • Excellent influence, negotiation and presentation skills.
  • Experience in working with cross line of business teams, Outside Service Providers and Partner Organizations.
  • Experience with Incident Management methodologies, systems and tools.
  • Outstanding interpersonal skills and ability to establish strong relationships with all levels of management.
  • Solid understanding of the major functionality bundled into a release, both from a technology and business point of view.
  • Strong knowledge of relevant applications and development life cycles.
  • Experience working with geographically distributed and culturally diverse work-groups.
  • Strong desire to learn new technology.
  • The ability to work on-call nights/weekends as needed.
  • Technical knowledge including: JCL, XML, XSD, and Oracle, Server - Wintel, Web logic, WebSphere, Mainframe, UNIX.
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