Cloud Support Engineer at JPMorgan Chase Bank, N.A. in Palo Alto, California

Job Description:

Company Description:

JPMorgan Chase (JPMC) is a leading global financial services firm and the largest bank in the United States with total assets of $2.687 trillion. With an annual tech budget of $10B+, we have started significantly investing and building in the next generation core infrastructure, Cloud, Big Data and AI/ML technology. Our goal is to accelerate the delivery and adoption of the Global Technology Vision - and enable the firm's Global Technology teams to deliver faster and be more impactful for customers and clients.

Job Description:

The public cloud team is responsible for engineering and operating the cloud infrastructure and platforms of JPMC ensuring reliability, resiliency and security. We have a Cloud Support Engineer (CSE) position to help the JPMC Cloud team with support in the public cloud across multiple domains. In this role, you'll be working with application engineers across the organization to provide white glove service, technical support, and executive level communications to our customers. You will support customers involved in time sensitive incidents and manage their overall experience by collaborating closely with cloud platform users .

This role is a great career move for those looking to move into an SRE role after some time in the CSE role.

In this role, your responsibilities include:

• Provide a world class customer service experience both from a technical and soft skill point of view.
• Assisting customers in troubleshooting cloud services, provide clear information to clients on product feature, functionality and best practices.
• Always be the first contact for internal cloud platform users. Your technical acumen and customer-facing skills will enable you to effectively represent the public cloud team.
• Communicating client perspective to Product and Development teams for feature improvements/fixes.
• Managing the lifecycle of an incident, acting as the single point of contact for the customer, impact analysis, internal stakeholder coordination and communication.
• Building strong working relationships with key stakeholders across Application engineers, Site Reliability and Cloud Engineering, focused on fostering efficient collaboration and driving down resolution times.
• Developing, implementing and coordinating key post escalation processes such as post incident reviews, post mortems, trend analysis and other key continuous improvement activities in conjunction with the Site reliability engineering team.
• Establishing and maintaining best practices of incident response and site reliability in accordance with industry standards.
• Monitoring, reporting and analysis of KPIs, SLAs, SLOs and relevant operational data to ensure the best internal and customer experience.
• Driving and managing incident review meetings focused on critical/major escalations with senior leadership.
• Educating and facilitating learning sessions with end users through forums such as office hours and various communication channels

Qualifications:

• Strong technical aptitude and ability to become a product expert quickly
• Quickly understand customer use cases and requirements
• Demonstrating strong analytical, troubleshooting, and problem-solving expertise.
• Proficient in Deploying, managing and troubleshooting Cloud infrastructure and platforms.
• Cloud Certification Required (AWS or Google preferable).
• Ability to make timely decisions from both business and technical standpoints
• Excellent verbal, written, communication and receptive listening skills.
• Detail oriented, organized and have strong analytical skills, with a data-driven mindset
• Respond to cases within SLA, with the appropriate level of urgency. Escalate issues to internal teams promptly when required. Familiarity with ServiceNow/Jira will be a plus.
• Create and curate reports and metrics for executive reviews.
• Willingness to participate in weekend and holiday on-call rotation coverage

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.

Equal Opportunity Employer/Disability/Veterans

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