Application Support Analyst

JP Morgan Chase - Chicago, IL (30+ days ago)3.9

J.P. Morgan’s Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

About J.P. Morgan’s Corporate & Investment Bank Production Management

Production Management acts as guardians of production for CIB, with a global workforce spread across three regions (USA, EMEA, Asia) dedicated to managing daily processing. The team manages over 2,500 applications, processing trillions of dollars a day, with over 1200 employees working toward one clear mission, making stability a competitive advantage.

Position Summary

Banking Production Management is seeking a resource based in Chicago, who will support Data reservoir application. This application provides Tenant applications with framework to Ingest, Transform and Consume data. The framework is flexible to connect with Data analytics engine and Visualization tools. The selected individual will be responsible for operating in a best in class organization, focusing on stability, incident resolution, continuous improvement and technology fundamentals (accountability, risk, standards, financial, etc.). The candidate will develop a level of expertise on the assigned portfolio, resolve incidents in a timely manner, and collaborate on an ongoing basis with other production support analysts and developers. The candidate must be able to partner and influence across all levels of the organization, including senior business leaders.

The Application Support Analyst is responsible for L1 & L2 caliber troubleshooting/triage of incidents, working trouble tickets, escalation management, monitoring infrastructure, application & middleware layers, and reporting/resolving of incidents for our production environments. Responsibilities also include the identification and use of best practices, implementation of automation and new processes. This position will ensure that incident; problem, change management, and risk management procedures and processes are applied and followed as required.

The Application Support Analyst is required to quickly evaluate information, engage and assist AD and Infrastructure teams, and communicate issues to help remediate and resolve production problems efficiently and effectively. In support of incident management and problem management functions, work closely with other groups as needed to mitigate client impacts and operate within defined SLAs.

They are accountable to develop and implement tactical and strategic approaches to eliminate incidents, or the reoccurrence of service disruptions, to lower the probability of reoccurrence, or to lessen the impacts from incidents. Included in the expectations is a requirement to continually drive process improvements.


Support Hadoop based Data reservoir application within the production environment

Maintain Global relationships with various other support teams as well as business users

Maintain and manage application and infrastructure availability with resiliency discipline, with inherent capability to perform complex issue investigation and resolution across wide range of applications

Perform timely escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities

Develop and utilize core tools and processes to perform daily function whilst improving day to day practices for the production management group

Follow the DevOps culture of Continuous Integration and Continuous delivery with automation mind-set


Work as part of the production management organization to deliver against core business objectives and ensure delivering of business functionality and stability

Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with ownership of problems to resolution

Support application release deployment activities into the production environment

Develop strong relationships with resolver teams, application development teams, and other upstream and downstream support teams

Develop strong technical expertise in technology and associated applications to understand the end to end transaction flows of applications across the production domain

Develop, document, and maintain best practice policies to ensure knowledge retention and continuous learning within team with a view to developing production management knowledge and skills by sharing experiences and attending relevant training

Perform and seek to continuously improve the monitoring of the application environment and supporting infrastructure

Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to business users and define/track remediation actions to close

Participate in weekend support and testing around key deployments and business continuity exercises

Participate in a support shift rotation to ensure adequate global business support coverage. This includes weekend support


Excellent interpersonal relationship and communication / presentation skills

Excellent analytical and problem-solving skills

Experience working in a relational database environment

Unix (commands, scripting ) or other scripting Languages such as Python

A strong application development background with a solid understanding of development methodologies

Understanding of the design and implementation of automated proactive monitoring and health checks

ITIL Incident management life cycle skills and experience

Knowledge of incident, problem management, ticket, change, and risk management processes and tools

Experience with setup and tuning of application monitoring tools (Geneos, Splunk, or similar).

Experience supporting applications using the following technologies: Wintel, Linux, Sun OS, Apache, FTP, SFTP,

Hadoop (basics), Hive, HDFS, Cloudera


Ability to work independently as a self-starter, and within a team environment

Excellent prioritization, organizational and time management skills

Professional Skills:
Communication (written and verbal) - Advanced

Consulting - Advanced

Co-ordination Skills - Advanced

Crisis Management Skills - Advanced

Customer/Client Needs management - Advanced

Problem Management - Advanced

Results Delivery - Advanced

Firm/Business Knowledge - Proficient

Industry Acumen - Proficient

Influence/Persuasion - Advanced

Innovation – Advanced

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. CIB provides strategic advice, raises capital, manages risk, and extends liquidity in markets spanning over 100 countries around the world.

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 companies. In 14 technology hubs worldwide, our team of 40,000+ 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 $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.

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.