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Senior Application Support Engineer at JP Morgan Chase (Wilmington, DE)

About Chase:
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.
Within Chase, Consumer Banking provides great products and an outstanding customer experience at over 5,600 branches and 18,700 ATMs in 23 states, as well as online and over the phone.

As a Chase employee, youll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, youll put others first, do whats right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape whats next for you and for us.

Job Description:

The Consumer & Community Banking (CCB) Planned Event Management (PEM) analyst represents CCB during scheduled and planned firm-wide maintenance events impacting Chase data centers.  The Major Event Planning Calendar is managed and set annually at the firm-level. These events include infrastructure maintenance and data center disaster recovery events.  The PEM analyst will help ensure those events do not conflict with or unduly impact the needs of the business or CCB IT.  For all events that are managed by the PEM analyst, they are the voice of the event from understanding the scope of work, understanding impacts to CCB, planning the event through execution to ensure all applications/systems are back to a business as usual state prior to start of business.


  • Plan and manage each MEPC event from end-to-end, which typically covers 60-120 days from the initial awareness communication through the completion of the event

  • Work with the CCB application support and development teams to ensure their awareness and communicate scope of each MEPC event

  • Analyze IT change records (ITSM) to extract impacted systems to determine actual impacts to CCB    

  • Schedule and chair key stakeholder meetings to disseminate information about the event such as timeline and expectations from stakeholders  

  • Resolve business conflicts of impacted applications/systems with appropriate MEPC Forum teams which can include negotiating preferred shutdown/restart times of servers to minimize business impacts  

  • Create and monitor SharePoint forms for collection of key validator information that is used for creation of the event playbook

  • Develop and execute a command center plan for owned events and communicate status at key milestones.  Weekend command center staffing is required 

  • Conduct lessons learned following the event that will allow for continuous improvement in the process

  • Close out all reported issues from the event to prevent recurrence

Key Skills/Experience

  • General knowledge of networks, storage networks, infrastructure, load balancing, server clustering, databases and application architecture

  • Minimum of five years relevant work experience in combined business, project management, team leadership and IT experience

  • Excellent analytical skills, especially in analysis of complex IT events or high-impact, complex projects

  • Clear and concise written and oral communication skills and proven ability to articulate technical details to a wide range of audiences

  • Ability to foster strong client relationships and to collaborate with project teams and technology partners 

  • Solid command of Microsoft Office products, especially Excel and SharePoint  

  • Strong project management skill set needed

  • Able to work 40 hour week as determined by the hiring manager (this will include some weekend working).


  • Consumer & Community Banking application knowledge

  • Familiarity of internal Chase systems, especially ITSM, TAMS, SEAL and CMBD

  • ITIL certification with emphasis on Service Transition is preferred  

The ideal candidate should be detail oriented, have strong verbal and written communication skills, able to multi task and can work independently and is a team performer.  You should also have a proactive approach to identify problems before they happen and implement solutions that detect and prevent outage. 

  • Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring.

  • Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing

  • Develop and maintain relationships with technical staff, end users and clients.

  • Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.

  • Technical certifications as required

  • Proficient in more than one specific infrastructure technology

  • 6-10 years of application support experience

Preferred Skills:

  • Advanced understanding of line of business technology drivers and their impact on architecture design

  • Advanced understanding of performance and monitoring

  • Advanced understanding of best practices and company policies

  • Advanced troubleshooting skills

  • Business knowledge

  • Proficient in multiple business disciplines/functions

by via developer jobs - Stack Overflow

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