Technology Support III - Major Incident Management

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Consumer & Community Banking, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Owns and drives incident management communication with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents
• Lead incident response with clear ownership and methodical evaluation of complex issues
• Follows critical processes and procedures, escalating production incidents as needed
• Applies technical knowledge and experience to identify and execute tasks that drive resolution
• Provides clear and concise incident summaries to both technical and non-technical audiences
• Ensures incident data is accurately captured and documented
• Prepares materials and follow-ups for seamless transition to Root Cause Analysis in the Problem Management process

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Experience with Incident Management in an enterprise scale environment
• Proven experience in identifying issues for escalations, and providing solutions to the business and technology stakeholders
• Possess critical thinking and troubleshooting skills
• Demonstrated initiative and resourcefulness in resolving production issues independently
• Experience leveraging analytical expertise to manage multiple responsibilities in a fast-paced environment using various tools
• Demonstrated ability to collaborate with technology teams and develop meaningful relationships to achieve common goals

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Knowledge of cloud technologies (AWS, Azure, Google), OSI, distributed and mainframe systems
• Incident management tools such as ServiceNow, Microsoft Teams, Confluence, and Jira

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.