Premier Merchant Technical Support
JPMorgan Chase & Co
Singapore, 01, SG
4d ago

Our Corporate & Investment Bank relies on innovators like you to build and maintain the technology that helps us safely service the world’s important corporations, governments and institutions.

You’ll develop solutions for a bank entrusted with holding $18 trillion of assets and $393 billion in deposits. The Corporate & Investment Bank provides strategic advice, raises capital, manages risk, and extends liquidity in markets spanning over 100 countries around the world.

Working in Application Support means you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm.

You'll work collaboratively in teams on a wide range of projects based on your primary area of focus : design or programming.

While learning to fix application and data issues as they arise, you'll also gain exposure to software development, testing, deployment, maintenance and improvement, in addition to production lifecycle methodologies and risk guidelines.

Finally, you'll have the opportunity to develop professionally and to grow your career in any direction you choose.This senior Applications Support role is responsible for providing high quality support for technology solutions that are critical to satisfying business needs within mature and complex technology environments.

The focus for this role is dedicated service to Chase’s higher volume clients.

This role requires a wide variety of strengths and capabilities, including :

  • BS / BA degree or equivalent experience
  • Basic knowledge of application development
  • Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
  • Working knowledge of development toolset to design, develop, test, deploy, maintain and improve software
  • Ability to work collaboratively in teams and develop meaningful relationships to achieve common goal
  • Provide, coordinate and manage ongoing support of applications and systems at agreed service levels.
  • Serve as key point of contact to higher volume, premier’ clients for technology related issues, maintaining responsibility for triage and closure of such issues and regular status reporting back to clients and interested internal parties.
  • Own the premier’ support end-to-end within the coverage of the shift
  • Work closely with technology (applications, network and infrastructure) and business resolvers to gather details regarding incidents impacting higher volume, premier’ clients.
  • Create and regularly update comprehensive client-specific profile information that includes all information pertinent to key technology services that are rendered on behalf of premier clients.
  • Create and maintain communications protocols and contact points for premier clients.
  • Lead efforts to improve, institute and utilize incident and change related client communications model.
  • Lead Root Cause Analysis (RCA), working collaboratively with all technology and business teams involved in order to produce RCA reports for clients, their relationship managers and other interested parties within Chase.
  • Through regular review of incident and problem metrics, perform trend analysis on behalf of premier clients. Identify options that will result in added stability, improved throughput and enhanced customer experience for clients.
  • Plan, coordinate and carry out enhanced support services that may be called upon to ensure non-eventful client implementations and change activities.
  • Plan, coordinate and carry out enhanced support services that are needed during yearly phases characterized by higher than normal retail and e-commerce sales volumes.
  • Consult with various client servicing teams in order to recommend and help drive technological enhancements and solutions for premier clients.
  • Continually seek opportunities towards process improvements and added (team and organizational) efficiencies through automation.
  • Continually review and update policy and procedural documentation.
  • Qualifications :

  • Minimum 3 years experience in an application support focused role
  • Minimum 3 years experience in a customer support focused role
  • Excellent written and verbal communication skills
  • Excellent analytical and problem solving skills
  • Excellent Microsoft Excel, Word and PowerPoint skills
  • Excellent organizational and time management skills
  • Experience working in a lead coordination role involving various, multi-disciplined teams collaboratively driven to find solutions
  • Experience working with Java and J2EE based applications
  • Experience working in Unix / Linux environments
  • Experience working with network infrastructure, both physical and cloud hosted
  • Supplementary :

  • ITIL Incident & Problem Management Essentials Certification
  • Experience working with Agile SDLC methodology and DevOps practices
  • Project management experience
  • Extended work experience in combined business, IT and business operations functions
  • When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech organizations.

    In our global technology centers, our team of 50,000 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 $11B annual investment in technology enables us to hire people to create innovative solutions that are transforming the financial services industry.

    At JPMorgan Chase & Co. 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 all around the world, we want to meet you.

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