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: 

Client-facing root cause analysis documentation 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 Hold Office Hours (audience of 200-300 cross-LOB) providing business status updates and additional impacting workstreams Manage client contractual SLA tracking, reporting and penalty assessment Effectively draft, read, and interpret legal documents Excellent client facing negotiation skills  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) workstreams that may span several months

Skills and Qualifications

3+ years client interaction experience  Demonstrated excellence in ability to communicate effectively to multiple levels of management, both written and verbal (a writing sample may be required as a part of the candidate selection process) Exceptional judgement and independent decision-making ability; comfort in dealing with evolving situations to meet critical timelines Strong knowledge of the merchant services industry, products, and services with a strong technical acumen Demonstrated experience collaborating with multiple teams and coordinating across multiple lines of business Possess strong critical thinking skills, sound judgement, organizational skills, and sharp analytical skills  Ability to effectively manage multiple priorities in a fast-paced, high pressure environment Strong self-starter who can proactively engage a virtual, cross organizational team without formal direction Ability to influence stakeholders with diverse points of view and maintain grounded and productive discussions, including senior leadership-level audience Self-starter with excellent analytical and problem–solving skills.  Ability to work independently and develop a creative way to achieve goals Advanced Excel and PowerPoint skills Project management skills