IT Platform Support Engineer

JPMorgan Chase

  • Luxemburg Strassen, Luxemburg
  • Unbefristet
  • Vollzeit
  • 1 Monat her
Job Description:We have an exciting opportunity at J.P. Morgan Mobility Payments Solutions in Strassen, Luxembourg - the joint venture of J.P. Morgan and Volkswagen Financial Services AGJob Responsibilities
  • Contribute to the development of the strategy for 24/7 support and incident management and manage 24/7 IT support providers and participate in on-call responses, cross-functional collaboration, and escalation.
  • Analyze and direct all IT Support related activities ensuring that our internal and external customers receive superior service and have their technical issues appropriately prioritized, correlated, and resolved in a timely fashion.
  • Improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
  • Maintain and enforce SOP (Standard Operating Procedures) documentation for the IT Support Team.
  • Contribute to the design, implementation and monitoring of SLA's and KPI's for the Support Team, and prepare real-time dashboards, provide periodic and adhoc KPI reports to IT Management
  • Handle technical support escalations in a timely and efficient manner and lead/project manage allocated IT initiatives and assist in identifying gaps, improving processes, and implementing new solutions to provide seamless support.
  • Lead/project manage allocated IT initiatives.
  • Display flexibility and willingness to prioritize and perform all other duties as assigned and ensure regulatory compliance and security standards are implemented, followed, and consistently meet the audit requirements in daily administration and solutions as set forth in corporate policies.
  • Identify issues and ensure rapid resolution or escalation to other parts of the business or external vendors, maintaining the thread of communication until the issue is resolved and maintain vendor relationship, coordinate to resolve issues as well as improvements and review service credits and assist engineering, operations and product teams with questions or troubleshooting.
  • Work collaboratively with security teams and supports them in taking appropriate action to address security breaches if necessary.
Required qualifications
  • Bachelor or master's degree in computer science or equivalent
  • Minimum 4+ years of IT application support experience.
  • Working knowledge of using ticketing system and documentation repository
  • ITIL and other industry certifications on relevant technology is preferred.
  • Experience working with data center providers, and public cloud vendors such as AWS and Azure.
  • Experience in digital/mobile payments is a plus
  • The ability to recognize opportunities for process improvement and to develop best practices while navigating ambiguity.
Preferred Qualifications
  • Ability to work in a rapidly expanding environment.
  • Highly motivated self-starter and team player with a strong work ethic and positive attitude
  • Languages : Excellent written and verbal communication skills in English ; German or French would be an asset
Reporting lineTo the Head of ITImportantPlease note that applicants that are not EU Citizens must hold a EU work permitAbout J.P. Morgan Mobility Payments Solutions S.AOn October 17th, 2022, Volkswagen Payments S.A. became J.P. Morgan Mobility Payments Solutions S.A., following the joint venture of Volkswagen Financial Services AG and J.P. Morgan.J.P. Morgan Mobility Payments Solutions S.A. is an Electronic Money Institution (EMI) based in Strassen, Luxembourg, regulated by the Commission de Surveillance du Secteur Financier. The Company is fully PSD2 compliant. The EMI license allows service coverage throughout all EU and EEA states.Together with their Munich-based 100% subsidiary, J.P. Morgan Mobility Payments Systems GmbH, formerly known as Volkswagen Payment Systems GmbH, the company currently offers payment solutions for all digital sales channels, including an e-Walletsolution, for the mobility services of the VW Group. In addition, the VW Group entities can choose various payment-related service such as, Merchant Panel features, Risk Management for Sanction List Checks, Address Validation, and VAT ID Checks and more.The joint venture combines knowledge and competences to better support and further enhance the digital payment journeys of their valued customers by leveraging the automotive expertise of J.P. Morgan Mobility Payments Solutions S.A. with the global reach of one of the world's biggest banking platforms.About Us: J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.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, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our for more information about requesting an accommodation.About the Team: Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

JPMorgan Chase