Application Support

Job description

JPMorgan Chase & Co . (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and 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 at www.jpmorganchase.com .

iDDA (International Demand Deposit Account) is an application which is used by CIB - Treasury Services to maintain and run its Demand Deposit Account business. This is the core JPMC cash accounting application for the International region. The JPMC International region covers (EMEA) Europe Middle East and Africa, Western Hemisphere (non Domestic US) and Asia branches. iDDA is a multi-currency, multi-branch application processing batch and real time cash postings to customer accounts, calculating interest and providing reporting to customers and other internal Lines of Business for various account types including Nostros. iDDA is a third Party Vendor package developed by TEMENOS, known commercially as T24.

Liquidity Central is an application which is used by CIB - To service inter company loans, National Pooling and sweeping.

The iDDA & LC Operate team is a Global Production Support team that supports the iDDA & LC Application on a 24x7 basis. The support team are responsible for managing and responding to queries from the user community, resolving production incidents, managing the 90+ close of business batches that run daily, supporting the development team with deployments and focusing on production stability. The ideal candidate would be an experienced in supporting banking critical application.

Key Responsibilities

· Through your experience and knowledge of Unix / Oracle / T24 within a Banking environment provide subject matter expertise to the Production Support Team.
· This will involve knowledge sharing and training members of the team, documenting resolutions to issues and making recommendations on how existing processes can be optimized
· Resolve application specific (functional) user queries and production incidents, with a focus on Problem Management techniques in order to establish root cause. Make recommendations on how to permanently resolve re-occurring incidents and see through to implementation.
· Play an active role in the support and management of the daily 90+ close of business (COB) batch runs, over split shifts.
· With a focus on reviewing trend data to drive continual improvement on COB durations and reduction in COB related issues.
· Covering application support, AD deployments, project releases, BAU checks/monitoring etc.
· In order to focus on production stability.
· Must be flexible on hours of work, as the role will involve occasional unsociable hours/weekend working.
· Provide hands-on technical support for both internal and external iDDA functionality. & Liquidity Application
· Perform a daily health check of intra-day/overnight system batch processes.
· Document support activities, which include support tasks and outages, procedures
· Support projects including deployments, disaster recovery exercises and migrations.
· Co-ordinate incidents with the internal Application Development, Quality Assurance and Technology infrastructure teams.Influences work of others and facilitates group progress

Desired profile

Experience

·  Bachelor degree in Information Systems, Computer Science or a related field, or work related experience in the IT field or an equivalent combination of education and work experience.
·  Unix / Oracle / T24 technical production support experience
·  Knowledge of banking and accounting would be beneficial but not required.
·  Experience of working in a global financial institution.
·  Ability to create and maintain effective relationships and to facilitate action from technical resources using a collaborative approach.
·  A proven track record in root cause analysis and experience in the use of root cause analysis and problem solving techniques and tool.
·  Experience of ITIL - foundation level certification required
·  Experience of databases e.g. SQL, Oracle etc
·  Excellent verbal and written communication skills
·  A self-starter who can adapt and respond effectively to changing requirements and priorities.
·  Excellent organizational skills with demonstrative experience in building relationships across an organization in order to achieve goals.
·  Domain knowledge of banking sector
·  Experience of working in a global production support team with a focus on analyzing and fixing issues/problems.

Required Technical Skills

·  Strong UNIX/LINUX knowledge
·  Experience with Oracle, SQL, Stored procedures/views

Preferred Technical skills:

·  UNIX shell scripting and/or Perl
·  T24 Production Support experience including JBASE (End of day batch support experience essential)
·  Websphere MQ
·  Middleware MQ/NDM
·  Autosys
·  Experience with system monitoring tools like Geneos
·  Experience creating automation tools

Soft Skills:

·  Excellent interpersonal skills are absolutely critical to this role.
·  Problem Solving Skills - natural inclination towards problem resolution
·  Create and maintain effective relationships with teams across the firm, to resolve production issues efficiently
·  Initiative - ability to think proactively
·  Team Leadership experience advantageous