Objective: As an Application Support professional for Major Event Incidents, you'll engage in incidents using best practices established to translate technical information to a business absorbable written and verbal communications. You will work internally with business and technical partners for validation of completed work-streams through issue completion.
Merchant Services is the global payment processing business for JPMorgan Chase & Co. Merchant Services is the world's leading merchant acquirer with over $1 trillion in annual transaction volume in 2017. Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies.
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As an Application Support professional, your dedication to innovation is essential to what keeps our company moving and thriving. In this role, you'll engage in application issues, including coordinating internal parties, troubleshooting, identifying, escalating and communicating in accordance with our playbook. You'll also draw on your experience to manage and mentor people to drive strategic change, both within your team as well as in collaboration with team members across JPMorgan Chase & Co.'s global network of innovators
Responsibilities
- Efficiently manage crisis-level events from beginning to end, including assessment and communication of impact to internal and external clients
- Engage in a variety of ad-hoc duties advocating on behalf of the client experience
- Participate in major incidents, technical bridges, and serves as the primary point of contact to digest the information and communicate to our internal business partners-Communications include but not limited to:
- Timely, consistent, meaningful updates to leadership and support teams on major incidents including impacts, mitigation, and corrections
- Tangible assessment of Crisis Management scope of work and continuous improvements via Executive level presentations
- Collaborate with Technology and Operations partners on large scale, complex issues
- Process complex, highly technical incidents unfolding real-time in a fast-paced environment and simultaneously provide meaningful, concise field updates in a business-friendly language
- Rotational on-call availability based on team needs
- Demonstrate discretion and high integrity managing sensitive issues and consumer data
- Exhibit superior ability to structure and scope complex problems with managing (sometimes competing) work-streams that may span several months
Skills and Qualifications
- Demonstrated excellence in ability to communicate effectively in English to multiple levels of management, both written and verbal (a writing sample may be required as a part of the candidate selection process)
- Demonstrated experience collaborating and influencing stakeholders with multiple teams and coordinating across multiple lines of business
- Exceptional judgement and independent decision-making ability; comfort in dealing with evolving situations to meet critical timelines
- Ability to effectively manage multiple priorities in a fast-paced, high pressure environment
- Project management as well as Excel and PowerPoint skills
- 3+ years client interaction experience desirable
- Knowledge of the Merchant Services industry, products and services is a plus
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.