Corporate Internet Group (CIG) Production Assurance Analyst

Title: Corporate Internet Group (CIG) Production Assurance Analyst Location: DE-Wilmington As a CIG Availability Manager (AVM) you will be responsible for Web Channel Availability as well as enterprise production assurance duties. Responsibilities include in-depth knowledge of data, processes or applications in their specific area of responsibilities - Subject Matter Expert (SME), data analysis, engagement of day to day operational activities regarding the application management of internal & external change events, coordination with Release Management, oncall CIG Production Assurance Incident Management managing overall application availability via Mean Time to Recover (MTTR) utilizing Global Production Assurance procedures.    Additionally, work with infrastructure, LOB business, and project teams with a goal to improve availability and/or operational processes and procedures. Essential Functions: * Perform data analysis to identify risk to the web channel environment and to minimize or prevent web-impacting incidents. Analyzes log file data utilizing basic SQL and Oracle query languages, interpret results, and provides written summaries of data analyses. (30%) * Incident Management - Oncall required. Utilizing enterprise standard incident management processes to manage web-impacting issue to a mitigating action or resolution. Outage information will be reported via channel availability metrics by application based on unplanned and planned down time. Once an incident has been managed through to resolution, subsequent activities will include Chairing Major Incident Reviews, performing Root Cause Analysis, documentation of findings and managing agreed actions required to prevent a re-occurrence. (30%)  * Manage Time To Repair (MTTR) goals, business partner support processes and SLA's, customer impact and internal infrastructure web channel availability metrics. The analyst will ensure that necessary resolvers are engaged and addressing the issue and that all efforts to mitigate internal client or external customer impacts are conducted as soon as possible. Utilizing Enterprise incident tracking tools (Service Center) to document actual start/end times, mitigation and/or resolution action steps along with customer impacts will allow for actual impacts (customer, infrastructure/application) (20%)  * Accountable for review and approval of internal and cross-impacting ECMs to the web channel application with a goal of influence based on our end-to-end knowledge/experience. Coordinate support of internal/external change events with tier 4, tier 3, tier 1 and supporting LOB production teams also as needed for supporting internal project/release efforts. To help with increasing availability by understanding change events and having influence into release dates, stress & load testing and production validation/checkout will be key to the success of this group (10%)  * Run book creation and evergreen process of tier 1 & tier 2 documentation. Pro-active and/or re-active monitoring creation and evergreening of monitors scripts and profiles. In addition, work with GTI to create, influence and update process and procedures as they relate to the different CIG web application and infrastructure. (10%)  * Minimum 3 years Incident Management experience * Minimum 3 years of work experience as a Technical Analyst * Minimum 2 years Production Operations experience * Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously * Strong computer skills, including spreadsheets (pivot tables, charts), databases, and powerpoint * Strong verbal and written communication skills are essential as are the ability to work in a disciplined manner and to remain composed under pressure * Demonstrated experience in analysis and presentation of data * Solid experience with web monitoring and/or web performance tools * Strong Technical Architecture and Middleware technology skills * High Technical Aptitude/Acumen * Ability to quickly process information, correlate, disseminate, and make appropriate risk based decisions * Ability to work independently and very self-motivated. Strong personal initiative and project management skills

Please refer to job code jpmorgan-090056619 when responding to this ad.

Category:	Office Employment
	> Other Office Employment
Location:	Wilmington, DE
County:	New Castle County
ZIP Code:	19801
Pay Rate:	Open
Job Terms:	full time
Company:	JPMorgan Chase
Phone:	email only please
Fax:	email only please