Payments Service Escalation Manager – Technology Support II

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in the Payments Solution Center group, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

The working hours required for this position are Monday through Friday, 9am EST to 6pm EST and may require support during U.S. holidays as well as work outside of set work schedule as needed. There will also be an On-call schedule.

Job responsibilities

• Serve as an escalation point of contact with strong product knowledge to the Payments Solution Center, Service, and other internal partners with a focus on Host-to-Host Transmissions.
• Provide direct support to the Host-to-Host Transmission Help Desk specialist with complex questions or escalations through phones, emails, and chats.
• Conduct analysis of service cases and partner with relevant stakeholders to mitigate potential escalations or recurrence of past issues.
• Provide insight and expertise during the development of support documentation and procedures.
• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Strong Oral and Written Communication
• Meeting facilitation and influencing skills
• Ability to effectively multi-task, with effective time management and organizational Skills

Preferred qualifications, capabilities, and skills

• Preferred language skills include Portuguese and/or Spanish as well as English
• Client Relationship Management experience
• Business Processes and Procedures experience
• Exposure to Corporate Treasury Management, Payment Processing and Reconciliation
• Project Management experience
• Digital Channels Product knowledge
• Knowledge of one or more general purpose programming languages or automation scripting

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, relig