Technology Support III, Incident Management & Response (IMR)

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a Technology Support III team member of the Cybersecurity & Technology Controls (CTC) Incident Management & Response (IMR) team within the JPMorgan Chase & Co. Global Incident Command Center (GICC), you will fit into a 24/7 global team providing Incident Management and Response function to ensure effective and timely issue resolution of security incidents against the firms’ infrastructure. 

You will be responsible for the execution of the Firm-wide Cybersecurity Incident Management Playbook designed to provide a set of steps to orchestrate a framework of actions to be considered during the lifecycle of a Cybersecurity event, in effort to prevent impact, or during an impacting Cybersecurity incident. The process executes against the firmwide Technology incident Management Standards and leverages ITIL best practices to govern remediation and safeguard failures. The team also covers internal and external engagements with our LOB partners including regulatory, compliance, privacy and/or media communications.​​​​​​​ Our incidents are categorized: technical outages (e.g. hardware failures, code/configuration issues, DB corruption, access issues, etc.); and cybersecurity events (e.g. malware, credential high jacking, zero-day vulnerabilities, DDoS, data exfiltration, etc.). 

Job responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Serve as a key member of the Cybersecurity & Technology Controls (CTC) Incident Management & Response (IMR) team within the Global Incident Command Center (GICC), providing 24/7 support for incident management and response.
• Execute the Firm-wide Cybersecurity Incident Management Playbook to orchestrate actions during the lifecycle of cybersecurity events, aiming to prevent or mitigate impacts.
• Act as the frontline defense for cybersecurity incidents, ensuring effective and timely resolution of security issues against the firm's infrastructure and work closely with Cybersecurity Operations Incident Response teams and Enterprise Technology Product and Engineering teams to mitigate and remediate events and incidents
• Collaborate with internal and external partners, including regulatory, compliance, privacy, and media communications teams, to manage incidents as well as utilize command and control, communication, and documentation skills to ensure the stability, capacity, and resiliency of products
• Analyze operational metrics to identify process improvements and deliver constructive feedback to the team
• Engage in continuous improvement of practices and processes, and participate in research, internal procedure uplift, and internal tools development

Required qualifications, capabilities, and skills

• Bachelor’s degree in Computer Science or equivalent experience
• Formal training or certification on technology support concepts and 3+ years of experience in a technical support role or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Demonstrated command and control, documentation, and communication skills in previous roles and possess a high-level understanding of cybersecurity attack frameworks, such as MITRE ATT&CK and Cyber Kill Chain
• Experience communicating technical topics both in writing and verbally to senior management from technical and non-technical backgrounds.
• Ability to work closely with business, technology, and project management partners to execute projects and improvements for the team
• Strong understanding of the ITIL framework and experience with incident management tools
• Ability to exercise excellent judgment and decision-making skills under pressure and know when to escalate issues
• Ability to influence senior technology managers across organizational boundaries through formal and informal channels
• Proactive with a strong bias for action, naturally inquisitive, and committed to continuous improvement

Preferred qualifications, capabilities, and skills

• Baseline cybersecurity certifications, such as Security+ or Google Cybersecurity Certificate
• Appreciation of the wider roles of interconnecting cybersecurity teams and collaboration with teams like Forensics, Threat Intelligence, Penetration Testing, and Vulnerability Management
• Demonstrated ability to multitask and prioritize in a stressful environment and is results-oriented

 

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 FAQs for more information about requesting an accommodation.