• Applies technical knowledge and problem-solving methodologies to projects of moderate scope, with a focus on improving data and systems running at scale, and ensures end to end monitoring of applications
• Uses enterprise-authorized AI capabilities within the work environment to accelerate monitoring and capacity analysis and documentation, validating outputs and handling operational data according to sensitivity and security requirements
• Executes conventional approaches to build or break down technical problems while considering upstream and downstream data and systems or technical implications
• Drives the daily activities supporting the standard capacity process applications and partners with application and infrastructure teams to identify potential capacity risks and govern remediation statuses
• Provide technical network support to retail branches during the warranty support period following network upgrades
• Collaborate with branch staff and leadership to understand and resolve technology issues post-upgrade, delivering empathetic, high-quality customer support throughout the process
• Generate and distribute regular reports to key stakeholders on the progress and status of network upgrade projects
• Contribute to continuous improvement by adhering to best practices and introducing innovative approaches to program and project management
• Accountable for making significant decisions for a project consisting of multiple technologies and applications
• Applies reuse-first, AI-assisted approaches to identify recurring capacity risks and improve remediation workflows, ensuring changes are validated and aligned to resiliency and security expectations
• Adds to team culture of diversity, opportunity, inclusion, and respect

Required qualifications, capabilities, and skills

• Formal training or certification on infrastructure engineering concepts and 3+ years applied experience
• Strong knowledge of one or more infrastructure disciplines such as: hardware, networking terminology, databases, storage engineering, deployment practices, integration, automation, scaling, resilience, and performance assessments
• 3+ years of relevant production network support experience
• Exceptional customer service skills, with the ability to communicate empathetically and effectively both in writing and verbally
• Broad technical support experience, including familiarity with Cisco, Juniper, and Fortinet systems
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support infrastructure engineering workflows with strong validation habits and awareness of data sensitivity
• Ability to review and validate AI-assisted recommendations before implementation, escalating when uncertain and ensuring outcomes align to resiliency, security, and auditability expectations
• Strong knowledge of one or more scripting languages (e.g., Scripting, Python, etc.)
• Proven ability to collaborate with partners and vendors to resolve issues
• Strong attention to detail and ability to follow runbooks to troubleshoot and resolve complex network problems

• Drives to develop infrastructure engineering knowledge of additional domains, data fluency, and automation knowledge

• Familiarity with JPMorgan Chase & Co. policies preferred, as well as experience with retail branch technology and systems
• Leverage your strong knowledge of software, applications, and technical processes across multiple applications