JPMorgan Chase Bank, N.A. Hiring for Onyx L1 Application Support at Bengaluru, Karnataka Full Time

Roles and Responsibilities:
Performs Eyes on Glass using the tools provided looking for alerts and then act.

Listens for incoming end user channels which include email/chat/phone calls and responds to those users

Gather as much information as possible from the customer (The data gathered could include anything from the error or warning message displayed on the screen, any logs files, screenshots, any data used, or the sequence of steps made by the end-user)

Uses Standard Operating procedures to quickly resolve issues.

Escalates to L2 when necessary, with a formal ticket handoff and communicates to user about the handoff

Checking of issues against a common and evolving knowledge bank

Be part of the 24×7 support coverage as needed

Adds value to team delivery and works with the team to complete tasks to high quality and actively learns new skills

Analysing & evaluating quality performance data metrics for trending & improvement opportunities

Required Skills:
BS/BE degree or equivalent experience

Excellent problem-solving skills and Documentation Skills.

Proven customer service skills

Familiarity with Information Technology Infrastructure Library (ITIL) methodologies

Good communication skills (Verbal & Written)

2 years incident resolution experience in a large-scale operations environment

Proven ability to understand and troubleshoot complex problems under pressure

Experience with one or more cloud platforms like Cloud Foundry, Kubernetes, AWS, and Azure

Enterprise Monitoring and Alerting Tools, e.g., APICA, App Dynamics, Geneos, Dynatrace, etc

Experience in leveraging event monitoring solutions using tools like Kafka.

Working knowledge of Python, Java

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.