IT Platform Support Engineer
JPMorgan Chase
- Luxemburg Strassen, Luxemburg
- Unbefristet
- Vollzeit
- 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.
- 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.
- 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