Application Support Lead
Req #: 180083593
Location: Houston, TX,US
Job Category: Technology
The Global Identity and Access Management (GIAM) organization provides access control governance and Identity Services for all lines of business (LOBs) globally, providing the right access to the right people at the right time for all technology platforms and applications supported by CTC, and provides a comprehensive set of applications, tools, and staff to globally implement, monitor and manage technology risk solutions.
As an Application Support Analyst you will be responsible for day to day operations of CTC Global Identity & Access Management (GIAM) infrastructures and products including the production, testing and development environments. Works with the development support teams to provide design guidelines and imparts knowledge on technical trends and solutions. Lead Technical Projects to install new applications and expansion of existing applications. Identify the hardware and software components the applications will use for implementation and provide instruction on how to appropriately implement application components. Instruments end to end monitoring of infrastructures to ensure high availability and timely alerting of potential issues. Ensure infrastructures have adequate capacity and are refreshed on a periodic basis. Develops and maintains system documentation, run-books and production metrics reporting.
Provide support, guidance, and training to both internal and external clients during the analysis, development and testing processes. Work effectively within team to identify and resolve issues. Communicate effectively with both technical and non-technical individuals at all levels. Provide expert knowledge of the Identity Management and Security Tools architecture, and serve as Subject Matter Expert to IT Risk Management teams on those topics.
Lead GIAM Production Support Operations and manage team.
Provide 24x7 2nd and 3rd Level support for vendor and in-house applications.
Provide Off-Hours support, as needed, to resolve system problems during non-business hours or backlogs.
Provide on-site shift coverage in accordance with Shift Rotation schedule where applicable; Overtime may be required.
Provide daily customer support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional.
Testing and Deploying new code updates and patches using firm and departing Change Control practices.
Developing scripts to automate repeatable manual tasks.
Troubleshoot and resolve system or provisioning issues.
Knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems.
Must use discretion to prioritize workload in order to ensure timely problem resolution and customer satisfaction.
Technical expertise on multiple platforms is required.
Monitoring and resolving peregrine tickets.
Work with Engineering on new code releases and defects.
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.
Test, modify, and implement application codes; make standard modifications to existing software applications and modules in accordance with high-level specifications, application support and industry standards
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
This position is anticipated to require the use of one or more High Security Access (HSA) systems. Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter. The enhanced screening will need to be successfully completed prior to commencing employment or assignment.
10+ years experience in building and managing team in Application Development Operate Space.
Strong technical background in supporting firm wide products.
Production support background with strong emphasis on production change process and incident process.
Strong communication skills with emphasis on executive communication.
Knowledge of the overall business operating models and underlying technical architecture.
Ability to learn and apply new technologies quickly. Eagerness to learn new things.
Flexible with regard to working shifts; On-Call & weekends; Overtime
Bachelors' degree in Computer Science or related field of study or equivalent relevant experience.
Strong Unix and Windows background.
Solid technical background in J2EE and vendor based applications.
Extensive database experience.
Experience in programming languages including. Windows scripting, Perl, Python
Prior DevOps experience preferred.
When you work at JPMorgan Chase & Company, you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 14 technology hubs worldwide, our team of 40,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.
At JPMorgan Chase & Company we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies around the world, we want to meet you.
Jpmorgan Chase & Co.