JPMorgan Chase ECCS Production Support Analyst in Hyderabad, India
ECCS Production Support Analyst
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of$2.6 trillionand operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available atwww.jpmorganchase.com.
The selected candidate will provide first level support and second level triage for multiple ECCS, LOB business applications, and distributed platforms. This also includes, incident management (problem determination and recovery), user access management, security access and controls, work request management, event console management, job scheduling and execution, file and database table management, transfer/load/extract data management, workload management, media management, and application wellness checks, system performance management, capacity management, application and business data recovery, business continuity (BCP), and disaster recovery (DR).
Understand and follow all 24x7 Production Support procedures, processes and policies
Acknowledge, troubleshoot, and document pertinent information for incidents assigned to any Production Support Peregrine Service Center queue in the order of priority
Complete end-user access requests and other work requests according to service level guidelines
Perform implementation steps as prescribed in documented plans for system changes, upgrades, installations and outages and follow all change management guidelines
Keep all system access passwords updated according to password change policies
Communicate to management any variations to documented procedures, processes or policies
Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact
Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics
Document issues thoroughly throughout the resolution process and provide detailed information to management and team members
Develop and document process flow detailing functions and accountabilities
Record all time in prescribed time keeping systems by deadlines provided
Participate in team/group meetings
Ability to work a flexible schedule; night shift, swing shift, weekend shifts and holidays may be required
▪Lead the Mega Events / Planned outages for the Hyderabad team
▪Workload coordinator: Issue prioritization / Resource allocation; Assist with resource planning and coverage for the shift.
▪Coordinating and ensuring work allocation for Patching/Maintenance
▪Process improvements: Identify areas of improvements – work with resources/teams to automate/improve as needed. Lead the design and implementation of automation initiatives.
▪Tickets / Q management: Ensure ticket Q is actively managed, point of contact for high priority tickets and ensure process adherence.
▪Service Requests: Ensure there are no backlogs on Service Requests
▪Training: Training / Mentoring of new / junior resources within the team.
▪ Project handoff from app/dev: Point of contact for onboarding / receiving service transition from Application development to Production support.
▪ Monitoring: Ensure the alerts are being monitored and acted upon. Monitor dashboards and act upon items requiring attention.
▪ Special Projects: Work on specific projects / tasks as assigned by the Manager.
▪Email: Ensure adhoc business inquires are promptly acknowledged /worked.
Bachelor of Science degree in a technical field preferred
Minimum of an Associates degree or other technical school diploma
A minimum of five (5) years of experience in a production/support or application development environment with functional experience in change management and incident management.
Financial industry experience, credit card or payment systems experience is preferred.
Technical experience supporting mainframe and distributed platforms.
Qualified candidate should possess several of the following qualifications
Experience supporting call center applications such as: Genesys Call routing, IVR/VRU, carrier applications, and softphone applications.
Experience on applications: NICE Call Recording, Aspect Dialers, OnQ/Call Tech and Workforce Management.
Experience administering Windows and UNIX based operating system.
Application development experience
Intermediate knowledge of relational databases
Basic knowledge of networking technology
Ability and willingness to work 12 hour day shifts, 3 or 4 days/week (including weekends)
Clear and concise communication skills
Excellent English diction and writing skills
Ability to deal with all levels of the organization
Follows basic customer service standards with dealing with customers and co-workers
Applies the methodology of total contact ownership in every interaction
Effectively applies problem-solving strategies for quick development of solutions
Ability to follow directions
Uses documentation and system resources available
Copes effectively and is productive under work stress
Works collaboratively in a team environment
Shows sensitivity to a multicultural environment
Builds effective working relationships with co-workers, internal/external customers and other resources inside and outside of the organization
Takes lead in learning tools and processes and promotes effective use of technology to solve business problems
Job Technology Operations
Primary Location IN-AP-Hyderabad-Building 11 Mindspace Cyberabad / 32120
Organization CONSUMER & COMMUNITY BANKING
Job Type Standard
Req ID: 170016200