Site Reliability Engineer - IVR, Call Routing & Contact Center Applications at JPMorgan Chase Bank, N.A.

Posted on: 03/22/2021

Location: Plano (ON-SITE)

full time

Original Source

Tags: spring unix jenkins cassandra maven sql python github kafka oracle gitlab hadoop mysql docker kubernetes

As a Site Reliability Engineer (SRE), you'll help build a meaningful engineering discipline, combining software and systems to develop creative engineering solutions to operations problems. Much of our support and software development focuses on optimizing existing systems, building infrastructure and reducing work through automation. You'll join a team of curious problem solvers with a diverse set of perspectives who are thinking big and taking risks. In this environment, you'll take the lead on relevant projects, supported by an organization that provides the support and mentorship you need to learn and grow. As an SRE, you'll be focused on running better production applications and systems.• SREo Develop, test and debug automated tasks (Apps, Systems, Infrastructure)o Troubleshoot priority incidents, facilitate blameless post-mortemso Work with development teams throughout the software life cycle ensuring sustainable software releaseso Perform analytics on previous incidents and usage patterns to better predict issues and take proactive actionso Build and drive adoption for greater self-healing and resiliency patternso Lead and participate in performance tests; identify bottlenecks, opportunities for optimization, and capacity demandsResponsibilities and Qualifications:• Incident Managemento Possess excellent trouble-shooting skills, and the drive to help internal/external customerso Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quicklyo Conduct appropriate monitoring tasks to include maintenance and patching validationo Gather logs and necessary details to facilitate the analysis of technical issueso Create technical documentation to further increase product knowledgeo Create agile stories for alerting, monitoring and self-healingo Collaborate with AD team to bring the appropriate visibility on critical issues• Knowledge Managemento Review historical records on closed cases to increase product and technical knowledgeo Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.o Attend training sessions offered and assist with peer training as neededo Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systemso Strong configuration and development background combined with reporting and analyticso Experience with routing, workflow, design, development and test to support CTI• Communicationo Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitmentso Demonstrate effectively communication verbally and written to the team and customerso Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impacto Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)o Positive attitude to self-learn and mentor others on new platform skills and technologies• Innovationo Implement continuous process improvement, including but not limited to policy, procedures, and production monitoringo Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processingo Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies• Required Skillso 3+ years hands on experience with IVR, Call Routing & Contact Center Applications.o 3+ years hands on experience with Telephony platforms.o 3+ years supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracleo Subject matter expertise in Telecommunication with Telephony and Contact Center Routingo 2+ years of experience with ICON/Infomart application and database, proficient in SQLo Must have hands-on experience on Unix, Windows and VMwareo Experience in Disaster Recovery and Site Resiliency Engineering planning and test executiono Knowledge on infrastructure, network zone, load balancing and data center• Desired Skillso Experience supporting java web frameworks (Spring)o Development of automation/monitoring/deployment Scripting (PowerShell, Python, Java)o Experience supporting cloud solutions both hosted and on-premo Knowledge supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracleo Working knowledge in an Agile program preferably Scrum and/or Kanbano Experience in IT Security Tools such as Fortify, Web Inspect, Blackducko Experience of implementing and configuring Splunk and Dynatraceo Understanding of orchestrations technologies: Maven, Jenkins, Docker, Kuberneteso Experience supporting a distributed messaging layer: Kafka, MQ (Websphere MQ)o Supporting APIs and services that utilize REST, SOAP and Web Serviceso Experience in creating and evolving CI/CD pipelines with GitLab or Github following GitOps principlesJPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.Equal Opportunity Employer/Disability/Veterans