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Job Summary:
As a Vice President - Applications Support Engineer within the Application Support team, you will oversee application issues, including troubleshooting, maintaining, identifying, escalating, and resolving. You’ll ensure that the production changes your team makes are made keeping best practices, lifecycle methodology, and overall risk top of mind. Partnering with Infrastructure Service Support team members, you’ll dig into root cause analysis, production changes, budgetary, and staffing issues. You’ll also draw on your experience to manage and mentor people to promote strategic change, both within your team as well as in collaboration with team members across JPMorgan Chase & Co.’s global network of innovators.

Job Responsibilities:

Deliver business-facing technology application support to business and operations teams across the Asia Pacific region.Conduct reviews and implement technology application and infrastructure releases, disaster recovery exercises, and patch management.Oversee production technology incidents until resolution, ensuring prompt engagement, escalation, and effective communication with business, technology, and vendor partners.Troubleshoot database issues and report findings.Enhance support documentation and procedures.Collaborate within a follow-the-sun support model with global counterparts.Serve as a Subject Matter Expert (SME) for key applications, upholding global best practices and hygiene standards.Conduct root cause analysis (RCA) post-incident, identifying, tracking, and implementing preventative measures.Contribute to the development of tools, frameworks, and techniques to boost productivity and quality in production support, applying SRE principles.Develop and support automation tools to enhance platform reliability and team productivity.Provide support during early APAC hours and rotational weekend work.

Required Qualifications, Capabilities, and Skills:

Bachelor's degree in Engineering, Computer Science, or Information Technology.Over 10 years of experience in application support and production management.Strong database expertise with SQL queries for data investigations and other databases such as Oracle, MS-SQL, PostgreSQL, Cassandra.Experience in Unix and Windows Operating System; Kubernetes for Container Orchestration, and scripting languages: Perl, Python, Linux/UNIX shell.Proven track record in Production Support & SRE, with a clear understanding of SRE protocols and methodologies, and managing Incident & Problem Management calls for business-impacting outages, conducting post-incident analysis, and implementing preventative measures.Support management skills, including designing and using monitoring dashboards, generating service KPIs, reporting on service stability and performance, and log/message bus monitoring.Experience in technology disaster recovery planning and test execution.Ability to drive issue resolution across different support teams.

Preferred Qualifications, Capabilities, and Skills:

ITIL v4 is beneficial.Ideally, AWS experience and certification, including core AWS services like EC2, S3, EKS, RDS, Cloudwatch.Prior experience in JAVA development is advantageous.Experience with cloud platforms (e.g., AWS, Google Cloud) is advantageous.Familiarity with Splunk for log analysis and monitoring.Telemetry & Application Performance monitoring tools: Splunk, AppDynamics, Dynatrace, Grafana, ITRS Geneos.Schedulers: Control-M / Autosys.