Technology Support III - Desktop Operations Associate

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a Technology Support III team member in the Employee Platforms organization, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Leads and oversees vendor dispatches, ensuring timely completion of tasks within Service Level Agreements (SLAs), adherence to risk and control standards, and alignment with customer expectations
• Manage and enforce controls related to media management, asset management, and the overall hygiene of workplace environments and stockrooms
• Schedules, assigns, and oversees stockroom assessments, review feedback from stockroom managers, and update relevant Systems of Record (SoRs)
  Facilitates onboarding processes for third-party technicians, managing their credentials and standing within JPMC systems
• Represents North America in project meetings (Non-GRE/GTI RES) and provide status updates
• Delivers financial reporting, metrics, and analysis for MACD (Move, Add, Change, Delete) requests and incidents, optimizing processes and identifying areas for improvement
• Addresses customer inquiries and resolve issues to ensure satisfaction and maintain positive relationships
• Ensures compliance with company policies, safety regulations, and industry standards
• Collaborates with global counterparts on Disaster Recovery site validation and testing
   

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Proven experience in operations management, including asset management, media management, vendor management, ticket management, and field service operations
• Demonstrated experience in innovating and implementing new processes and tools to enhance operational efficiency
• Leader and organizational skills, with the ability to drive change and influence stakeholders

Preferred qualifications, capabilities, and skills

• In-depth knowledge of the financial services industry and their IT systems
• Experience in working with global teams