Technology Support II - Problem Management

Job Description
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support II and Problem Manager within Consumer and Community Bank's Technology team, you will be responsible for the management and oversight of enterprise Problem Management. You will work alongside the IT Operations organization to manage and investigate service-impacting problems across all systems, ensuring system uptime and reliability. You will prevent re-occurring issues through proactive reviews of problem records and tracing of action items.
Job Responsibilities:

• Capture and analyze IT service outages using a standard ITSM suite
• Logging and analysis of Problem tickets, ensuring that all relevant details are captured, and that Problem are a useful reference point for enhanced problem management.
• You will also have a keen interest in the infrastructure and applications that are owned and managed by the organization, using technical knowledge to leverage other teams' expertise where necessary.
• Chair and minute Problem management meetings
• Work with colleagues across Technology Operations and other departments within the organization to plan and develop long term solutions to business impacting events
• Produce reports in order to measure service and system reliability, and to milestone developments and improvements
• Be responsible for the journey problem tickets from start to finish
• Escalates to Manager of Problem Management when there is a lack of response from Level 3 Rotational SMEs or Level 3 technical teams in problem reviews.
• Coordinates with Technology Vendors, as required in resolving the Problem (in performing resolutions within their approved limits of technical permissions).
• Responsible for performing ticket closure activities (ensuring the Problem ticket is placed in a Status of Resolved or Closed at first eligibility and performs a QA of the ticket prior to closing to ensure conformance to the Standards of Use policy).
• Communication: Provides information concerning resolved Problem to the Business Continuity department for external reporting to Customers.

Required Qualifications, Capabilities, and Skills:

• 2+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
• In-depth in experience in operationally managing one or more of the following technical disciplines: Windows Server Admin, Unix/Linux Server Admin, Oracle Database Admin, MS SQL Database Admin, Network Admin (LAN / WAN / VPN), Oracle Weblogic Admin, Internet Information Server Admin (IIS), Apache Web Server Admin, F5 Load Balancing Admin or Enterprise Storage Administration.
• Proven experience Problem Management.
• Strong process orientation with solid attention-to-detail skills
• Ability to work in a complex, fast paced and rapidly changing business environment
• Excellent analytical and problem solving skills
• Proficiency with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)
• Proficiency with ServiceNow

Preferred Qualifications, Capabilities, and Skills:

• Professional ITIL certifications (within last 18 months)
• Practical experience with public cloud.

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.