The Work Force Management Application Support Manager within a Production Management team is responsible for the technical support of global production applications and infrastructure. The selected candidate will provide second level frontline support for incident management which includes reporting, root cause analysis, production efficiency and improvement recommendations as well as ad hoc support during pre-production change management cycles. They will partner closely with key stakeholders across the line of business and technology teams to balance production stability with customer obsession. They will also leverage previous production support experience to identify and engineer solutions for chronic issues and automation initiatives that reduce toil in the environment. The Production Management team is critical to the day to day operations of our business and requires a highly dedicated individual who can take ownership, provide procedural and technical support to various teams, as well as internal and external stakeholders.
In addition to driving day-to-day issues, major incidents, and outages to full resolution, the Application Support Manager will also work hand-in-hand with the application development, infrastructure and implementation teams in a collaborative environment. The candidate will leverage established partnerships across these groups to influence best practices, identify opportunities for improvement and efficiency gains, and ensure compliance with risk and controls standards for the supported platforms.
The ideal candidate for this role is a dynamic individual with excellent communication skills, who is able to adapt verbiage and style to the audience at hand and deliver critical information in a clear and concise message. The candidate must be a strong analytical thinker, with business acumen and the ability to assimilate information quickly, with a solution based focus on incident and problem management.
General Tasks & Responsibilities:
Possess excellent trouble-shooting skills, and the drive to help internal/external customers
Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
Conduct appropriate monitoring tasks to include maintenance and patching validation
Gather logs and necessary details to facilitate the analysis of technical issues
Create technical documentation to further increase product knowledge
Create agile stories for alerting, monitoring and self-healing
Collaborate with AD team to bring the appropriate visibility on critical issues
Review historical records on closed cases to increase product and technical knowledge
Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
Attend training sessions offered and assist with peer training as needed
Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systems
Strong configuration and development background combined with reporting and analytics
Experience with routing, workflow, design, development and test to support CTI
Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
Demonstrate effectively communication verbally and written to the team and customers
Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact
Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
Positive attitude to self-learn and mentor others on new platform skills and technologies
Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring
Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processing
Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies
5+ years of experience managing production support team
5+ years of experience working with contact center WFM solutions
5+ years of experience working with backoffice WFM solutions
5+ years of experience supporting cloud solutions both hosted and on-prem
3+ years of experience on Unix, Windows and VMware
Knowledge of Contact Center Telephony Technology
Knowledge of Workforce Management Solutions
1+ years supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle
1+ years of experience supporting java web frameworks (Spring)
Experience in Disaster Recovery and Site Resiliency Engineering planning and test execution
Development of automation/monitoring/deployment Scripting (PowerShell, Python)
Working knowledge in an Agile program preferably Scrum and/or Kanban
Experience in IT Security Tools such as Fortify, Web Inspect, Blackduck
Experience of implementing and configuring Splunk and Dynatrace
Experience of orchestrations technologies: Maven, Jenkins, Docker, Kubernetes
Experience supporting a distributed messaging layer: Kafka, MQ (Websphere MQ)
Experience supporting APIs and services that utilize REST, SOAP and Web Services
Experience in creating and evolving CI/CD pipelines with GitLab or Github following GitOps principles
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.