Work with development teams throughout the software life cycle ensuring sustainable software releases
Perform analytics on previous incidents and usage patterns to better predict issues and take proactive actions
Build and drive adoption for greater self-healing and resiliency patterns
Lead and participate in performance tests; identify bottlenecks, opportunities for optimization, and capacity
demands
Responsibilities and Qualifications:
Incident Management
Possess excellent trouble-shooting skills, and the drive to help internal/external customers
Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict
with available information, ability to reach sound decisions quickly
Conduct appropriate monitoring tasks to include maintenance and patching validation
Gather logs and necessary details to facilitate the analysis of technical issues
Create technical documentation to further increase product knowledge
Create agile stories for alerting, monitoring and self-healing
Collaborate with AD team to bring the appropriate visibility on critical issues
Knowledge Management
Review historical records on closed cases to increase product and technical knowledge
Contribute to LOB focused environment that encourages information sharing, team-based resolution activity,
cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
Attend training sessions offered and assist with peer training as needed
Strong technical background in all aspects of running large enterprise technology telephony and customer web
facing systems
Strong configuration and development background combined with reporting and analytics
Experience with routing, workflow, design, development and test to support CTI
Communication
Ensure that all internal and external customer interactions are handled professionally and with the highest level
of service, follow-through and consistently keep commitments
Demonstrate effectively communication verbally and written to the team and customers
Show leadership for any production issue and manage all the corresponding team in working towards fix and
also should ensure minimal customer impact
Demonstrated ability to translate and communicate business processes to applicable requirement types
(functional, technical, etc)
Positive attitude to self-learn and mentor others on new platform skills and technologies
Innovation
Implement continuous process improvement, including but not limited to policy, procedures, and production
monitoring
Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize
technical processing
Analyze upcoming changes into production, review all the necessary documents and support implementation
efficiencies
Required Skills
3+ years hands on experience with Nuance Suite of Products
3+ years hands on experience with CallMiner
3+ years supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle
Subject matter expertise in Telecommunication with Telephony and Contact Center Routing
2+ years of experience with ICON/Infomart application and database, proficient in SQL
Must have hands-on experience on Unix, Windows and VMware
Experience in Disaster Recovery and Site Resiliency Engineering planning and test execution
Knowledge on infrastructure, network zone, load balancing and data center
Desired Skills
Experience supporting java web frameworks (Spring)
Development of automation/monitoring/deployment Scripting (PowerShell, Python, Java)
Experience supporting cloud solutions both hosted and on-prem
Knowledge supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle
Working knowledge in an Agile program preferably Scrum and/or Kanban
Experience in IT Security Tools such as Fortify, Web Inspect, Blackduck
Experience of implementing and configuring Splunk and Dynatrace
Understanding of orchestrations technologies: Maven, Jenkins, Docker, Kubernetes
Experience supporting a distributed messaging layer: Kafka, MQ (Websphere MQ)
Supporting APIs and services that utilize REST, SOAP and Web Services
Experience in creating and evolving CI/CD pipelines with GitLab or Github following GitOps principles
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.