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Application Support & Monitoring Analyst

Req #: 180007991
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


The Corporate Technology Application Support Monitoring team provides support of hundreds of applications across the CT Portfolio in a 24x7 environment. We focus on consistent methods and technologies to manage the health, performance, and support costs, while reducing risk while delivering high value across the Corporate Technology portfolio. We strive to deliver value to our business partners through service excellence, innovation and efficiency gains.


As an Application Support & Monitoring – Operations Analyst, identify opportunities to improve support quality and efficiency through automation and tool implementation/configuration. This role is expected to be a process improvement and efficiency leader within the global team for the services we provide and tools we utilize.


This senior role within the ASM Team, maintains primary responsibility for coverage on the weekends.

  • This shift will be 8am-7pm Friday/Saturday/Sunday/Monday – or other agreed upon work hours to best cover the weekend workload.

Weekend workload is a key service provided by ASM. In addition to standard ASM Workload, this position maintains responsibility for:

  • Ensuring the unique weekend application support roles are identified and met with appropriately sized and skilled staff, along with appropriate access and tools.
  • This will include reporting and analysis of the services provided by ASM and identifying and implementing new or enhanced tools, process improvements or automation – enabling increased application resiliency through avoiding or minimizing outages and impacts.

Other Key responsibilities of this position include: 

  • As part of the ASM Team, define and deliver against core business objectives and departmental operating model.
  • Utilize and maximize support and automation tools available within JPMC to deliver services without the need to scale staff at an incremental level.
  • Assist and lead application on-boarding/service provisioning and transition of production application support tasks into the ASM Team:
    • Meet with L2/L3 Teams to present the team Service Catalog – and work with those teams to identify opportunities that will benefit those teams to move to ASM.
    • Identify efficiency gains to be realized through increased service optimization and economies of scale through our use of standardized tools and efficient standardized practices. 
    • Follow standard on-board procedures and redefine as necessary to ensure improved coverage and proactive analysis. 
    • Define and implement or refine ASM departmental operating procedures and norms as necessary to improve service levels. 
    • Define and refine RACI and SLA/SLE levels for ASM Team.
  • Identify and lead the creation of self-service tools and web services – example includes SharePoint/Web Sites, Button workflow tools, Automation and vendor self-service tools.
  • Develop measurements and metrics and continually analyze and refine service metrics to identify production resiliency improvement opportunities. Work with relevant staff to develop solutions and implement solutions. 
  • Provides technical oversight to infrastructure, application, and project teams to ensure services are implemented as designed or improved. Perform Global onboarding project management and reporting.
  • Bachelor’s degree or equivalent experience.
  • Strong written and verbal communication skills.
  • Experience in leading support/service definition development and implementation – preferably within or large institution.
  • Experience in planning and delivering software applications platforms used across multiple products and organizational units.
  • Linux/Unix skills (Shell Scripting preferred but not essential)
  • Web services, IIS, Apache/Tomcat
  • Database skills, including fundamental understanding of SQL and Stored Procedures
  • Server Administrative skills/experience 
Preferred Skills:
  • Experience with workflow and automation tools and developing solutions with them.
  • Experience with Enterprise Monitoring and Alerting Tools knowledge - e.g. APICA, App Dynamics, Geneos, Nagios, Foglight, etc.
  • Experience with Enterprise Job Scheduling Tools, e.g. Control-M, AutoSys, etc.
  • Subject Matter expertise for application monitoring/support for large enterprise environments.
  • Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of available tools, platforms and work-practices.
  • Strong written and verbal communication skills.
  • Self-starter with confidence to take ownership and drive issues through to completion in an environment where the impact can create pressure.
  • Ability to utilize solid investigation and analysis skills to recommend and identify solutions.
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