As a Technology Support III at JPMorganChase as part of our Mainframe and Mid-Range Compute Site Reliability and Engineering team, you will apply your knowledge and expertise across infrastructure support and the software development lifecycle. You'll collaborate with stakeholders daily to maintain stability, availability, and continuous improvement across a globally distributed environment. We embrace a culture of experimentation and constantly strive for improvement and learning — you'll work in a collaborative, trusting, thought-provoking environment that encourages diversity of thought and creative solutions in the best interests of our customers, globally.

Job responsibilities

• Support end-to-end application and infrastructure service delivery to ensure successful business operations of the firm
• Execute policies and procedures that maintain operational stability and availability across a 24x7 production environment
• Monitor production environments for anomalies, address issues, and contribute to the utilization of standard observability tools
• Communicate issues and solutions to business and technology stakeholders, actively participating from incident resolution through service restoration
• Participate in incident, problem, and change management in support of full-stack technology systems, applications, and infrastructure
• Contribute to bridge calls and communicate effectively with individuals across various levels of the organization
• Administer and troubleshoot Mainframe-related components, supporting continuous operational health and performance
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• Formal training or certification on technology support concepts and 3+ years applied experience
• 3+ years of experience working in or supporting IBM z-Series environments
• Understanding of infrastructure architecture including servers, storage, network, database, and application components
• Working knowledge of replication technologies such as IBM CSM and GDPS
• Experience supporting z-Series and Hardware Management Console (HMC) administration, including firmware and microcode upgrades
• Working knowledge of security standards including SSH protocol, transaction-based systems, IMS, CICS, DB2, and WebSphere
• Experience using ServiceNow for ticket and resolution management, with familiarity in incident, problem, and change management processes
• Ability to troubleshoot priority incidents and contribute to post-mortem reviews to support permanent closure of incidents
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.

Preferred qualifications, capabilities, and skills

• Working knowledge of one or more general-purpose programming languages and/or automation scripting, with exposure to Python development
• Familiarity with Site Reliability Engineering principles, including automating manual operational tasks
• Exposure to batch scheduling tools such as CA-7, Control-M, or Zeke, along with a basic understanding of Job Control Language (JCL)
• Experience with Netcool support in a large-scale environment
• Demonstrated ability to collaborate with IBM z-Series engineering teams on architecture, stability, and continuous improvement initiatives