JP Morgan - L2 Application Support - Glasgow

Job description

JP Morgan – Application Support – Associate

Glasgow Technology Centre

JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world"s most prominent corporate, institutional and government clients.

If you"re interested in working in an environment where leadership, excellence, integrity and diversity are among our core principles, then explore the opportunities at JPMorgan Chase.

Responsibilities High Level
·Provides 24x7 2nd level application support. Is first to react to monitor event. Assures problem calls are tracked, routed properly and closed. Coverage will include non-business hours, which may result in evening and weekend support remotely or onsite
·Code deployments to production, pre-production systems
·Monitoring and ensuring stability of all the systems to meet or exceed SLA of 99.95%
·Assist Customer Care to troubleshoot and resolve issues by engaging various operate teams and AD teams to facilitate quick resolution
·Manage DR environments and regular participate/organize DR testing
·Manage upgrades of Apache and Tomcat servers and all 3 rd party software
·Follow appropriate change management procedures to manage and document changes to production systems.
·Document production and DR systems on a regular basis
·Onboarding LOB applications into JPM portal
·Participate in UAT testing and production release sign-off for JPM and other LOB apps.
·Analyze the potential cross-LOB impact of data processes and projects
·Conduct root cause analysis of JPM issues
· Liaise with global support team
·Weekend and out of hours work is required.

Desired profile

Tech skills
· UNIX administration and performance tuning: 1-2 years
·DBA - Sybase, MS-SQL and Oracle: 1-2 years
·Understanding of Web-based, Java, or eCommerce applications
·Systems support experience: 1+ years
·Perl/Unix Shell Scripts - to handle complex automation/administration: 1+ years' experience
·Network - TCP/ FTP: general understanding
·Requires a logical approach to problem solving
·Monitoring software a plus(Geneos, Splunk, APM)

Incident resolution
·Liaises closely with global Operate teams to resolve problems
·Performs controlled resolution of incidents and problems including prioritization and escalation
·Provides out of hours support on standby

Continuous Improvement
·Analyses system support processes to achieve continuous improvement
·Identifies opportunities to improve tools, applications through hands-on experience

Soft Skills
·Communication Skills - ability to explain/understand relevant issues
·Telephone Skills - polite mannerism/informative/helpful
·Problem Solving Skills - natural inclination towards problem resolution
·Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations

Problem solving
·Ability to understand complex component/system/service interactions and look for causes and provide solutions.

Communication
·Ability to communicate effectively both over the phone and email.

Adaptability
·Ability to adapt to a rapidly changing environment.

Ownership
·Ability & desire to take ownership of a problem and stay with it through to resolution. This often involves coordinating the actions of people in other teams to achieve the desired result.
Desire
·Possess a genuine willingness to work in a role where the successful operation and availability of time-critical systems is routine.