Production Support Engineer/Application Support Analyst

Job Description

Job Description

Role Overview

JPMorgan Chase is seeking a Production Support professional to support critical applications and operational dashboards. This role focuses on day-to-day application health monitoring, dashboard checks, high-level incident triage and resolution, and coordination across multiple technology and business partners. The ideal candidate is technically hands-on, comfortable troubleshooting in real time, and experienced in supporting production environments.

Key Responsibilities
• Perform daily production support activities, including dashboard monitoring, application checks, and service health verification.
• Monitor system performance and availability; identify anomalies and initiate investigation and remediation.
• Provide high-level issue triage and resolution, including incident ownership, impact assessment, and escalation when needed.
• Troubleshoot and debug application issues using logs, SQL queries, and root cause investigation techniques.
• Support and monitor batch processing, including scheduling, failures, reruns, reconciliation, and dependency checks.
• Collaborate with multiple teams such as developers, infrastructure, database teams, upstream/downstream application teams, and business stakeholders to drive issue resolution and communication.
• Create and maintain runbooks, SOPs, and knowledge articles; contribute to continuous improvement of monitoring and support processes.
• Participate in post-incident reviews to document root causes, corrective actions, and preventive measures.

Required Qualifications

Experience
• Experience in production support, application support, or operational support for enterprise systems.

Technical Skills

Working knowledge of:
• Java
o Application-level understanding
o Ability to debug and interpret stack traces and logs

• PL/SQL / SQL
o Querying databases
o Troubleshooting data issues
o Validating results

• SOAP Services
o Understanding request/response patterns
o Knowledge of common failure scenarios

• Batch Processes
o Monitoring and diagnosing failures
o Understanding job dependencies

• Debugging and Log Analysis
o Production environment troubleshooting
o Root cause identification

Incident Management
• Strong incident management skills.
• Prioritization and ownership mindset.
• Structured troubleshooting approach.
• Clear stakeholder communication.

Preferred Qualifications
• Experience supporting systems with strict uptime and availability requirements.
• Familiarity with monitoring and alerting practices, including dashboards, alerts, health checks, and operational metrics.
• Experience with root cause analysis (RCA) methodologies and post-incident documentation.
• Understanding of change management and release support within production environments.
• Ability to work effectively with multiple teams and partners in a fast-paced environment.

Soft Skills
• Strong written and verbal communication skills, including timely status updates during incidents.
• Detail-oriented with a focus on operational excellence and risk reduction.
• Comfortable working under pressure and handling multiple concurrent issues.

Must Have
• Production/Application Support
• Java
• SQL / PL-SQL
• Debugging & Log Analysis
• Incident Management
• Batch Job Monitoring
• Root Cause Analysis (RCA)
• Service Health Monitoring
• Dashboard Monitoring

Good to Have
• SOAP Web Services
• Change & Release Management
• Monitoring Tools
• Runbooks/SOP Documentation
• Post-Incident Reviews