Technology Support II, Mainframe Operations
JPMorgan Chase · Posted Nov 5
Global banking, investment, credit card, mortgage, and asset management services
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About the role
JPMorgan Chase's Infrastructure Platforms group supports mainframe production and development environments through proactive monitoring, wellness checks, and timely triage. The team resolves incidents, investigates root causes, and maintains event and outage logs to meet defined SLAs and SLOs. As a Technology Support Associate, the role covers mainframe batch operations, IPL execution, incident triage with Netcool, Control-M, CA7 and Zeke, vendor coordination, and hardware/software patching.
What you will do
- Analyze production application flows to ensure end-to-end service delivery across applications, systems, and infrastructure.
- Monitor mainframe production and development environments for anomalies using standard observability and triage tools.
- Troubleshoot incidents to restore service within defined service level agreements and service level objectives, documenting actions taken.
- Investigate root causes to improve long-term stability through problem management participation.
- Escalate issues appropriately and communicate status, impact, and resolution to business and technology stakeholders.
- Identify recurring trends across incidents, problems, and changes to support full-stack systems, applications, and infrastructure.
- Maintain event and outage logs to support transparency, reporting, and post-incident learning.
- Coordinate vendor engagement when required to resolve platform or tooling issues.
- Assist hardware and software patching and product updates in line with policies and procedures.
- Apply attention to detail and sound judgment when making decisions on complex problems.
- Drive continuous improvement by proposing creative, practical solutions that reduce operational risk.
Skills used in this role
What the employer is looking for
- Complete formal training or certification in technology support concepts and bring 2+ years of applied experience.
- Demonstrate hands-on experience troubleshooting, resolving, and maintaining information technology services.
- Hold a bachelor’s degree in an information systems discipline or a three-year technical degree.
- Operate mainframe systems and batch operations in a production support context.
- Use Netcool, Control-M, CA7, Zeke, and mainframe console tooling to monitor and triage workloads.
- Explain foundational mainframe concepts and exposure to IBM z-Series environments with an operations focus.
- Execute mainframe initial program load (IPL) activities in accordance with documented runbooks and change controls.
- Apply working knowledge of applications or infrastructure in large-scale technology environments, on premises or in public cloud.
- Follow processes aligned to the Information Technology Infrastructure Library framework.
Preferred qualifications
- Develop working knowledge of one or more general-purpose programming languages or automation scripting to support operational tooling.
- Leverage observability and monitoring tools and techniques to improve detection and triage.
- Perform hardware break-fix activities and apply basic storage function knowledge in support of platform reliability.
- Collaborate effectively within a team environment, sharing knowledge and supporting inclusive ways of working.
Benefits and support
- Compensation and benefits are detailed in the job posting
About JPMorgan Chase
JPMorgan Chase & Co. is one of the oldest, largest, and most diversified financial services institutions in the world. Operating globally through the J.P. Morgan and Chase brands, the firm provides a comprehensive range of financial solutions including investment banking, consumer and commercial banking, transaction processing, and asset management. Serving millions of consumers and many of the world's most prominent corporate, institutional, and government clients, the company combines deep market expertise with extensive technological investments.
- Industry
- Banking
- Company size
- 320000+ employees
- Founded
- 1799
- Location
- New York, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Operating Officer
Global Chief Information Officer
CEO, Asset & Wealth Management
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