Technology Support III - Markets Technology

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

As a Technology Support III at JPMorgan Chase within the Commercial and Investment Bank, Markets Technology, you will play a pivotal role in ensuring the stability and reliability of our critical business applications and their underlying infrastructure. You will serve as the primary point of contact for business users, addressing all technical and business solution queries. In this role, you will be responsible for implementing essential technology solutions across multiple technical domains to support the firm’s business objectives. Additionally, you will participate in various application-related projects and contribute to the delivery of regulatory and compliance controls. This position is based in Malaysia as part of CIB Market Technology team.

Job responsibilities

• Application Support / Production Management

  • Own and manage last-mile applications — the final layer of technology connecting the firm's trading and business systems to local market infrastructure, exchanges, regulators, and third-party platforms (e.g., Bursa Malaysia, BNM, or vendor applications).
  • Ensure end-to-end market connectivity (FIX, SWIFT, API-based, and regulator-mandated channels) is stable, performant, and resilient, with proactive monitoring and rapid incident response.
  • Manage connectivity onboarding and certification for new market access, exchange upgrades, or regulatory-mandated connectivity changes, coordinating with exchanges, regulators, and regional/global network and infrastructure teams.
  • Own end-to-end service health for designated applications/platforms (availability, performance, capacity, resiliency, and operational readiness).
  • Act as escalation point for major incidents, lead triage bridges, and coordinate recovery with regional/global teams and infrastructure partners.
  • Establish/maintain runbooks, support readiness checklists, SLAs/SLOs, and operational KPIs; provide regular stakeholder reporting on health, risks, and change activity.

• Incident, Problem, and Change Management

  • Lead root cause analysis (RCA) for recurring/critical issues — including connectivity disruptions and last-mile failures — and drive corrective and preventive actions to completion.
  • Govern production change quality: ensure changes are properly assessed, tested, documented, and executed across production and disaster recovery environments.
  • Proactively identify systemic risks, drive problem backlogs, and improve mean-time-to-detect/restore through better monitoring and diagnostics.

• Regional Collaboration & Regulator Connectivity Engagement

  • Work closely with regional and global networks, infrastructure, and application teams to align last-mile connectivity standards, leverage shared platforms, and escalate cross-border issues effectively.
  • Engage directly with local regulators and exchanges (e.g., BNM, SC Malaysia, Bursa Malaysia) on connectivity requirements, regulatory-mandated platform changes, and compliance-driven technology deliveries.
  • Represent Malaysia Markets Technology in regional forums and working groups covering connectivity, market access, and infrastructure modernization.
  • Work collaboratively with Southeast Asia branches to support local business demands and develop meaningful relationships to achieve common goals.

• Controls, Risk, Resiliency, Audit & Regulatory Engagement

  • Lead local technology controls delivery and evidence readiness (including cyber/security hygiene, vulnerability remediation coordination, and control execution quality).
  • Ensure last-mile connectivity controls — including access management, encryption standards, and circuit resilience — meet firm policy and regulatory requirements.
  • Partners with Technology Risk Control (TRC) function to close gaps, manage remediation plans, and ensure sustained compliance.
  • Support internal audits and engagement with external regulators as a senior local technology representative.

• Vendor / Third-Party / Regulator Platform Management

  • Liaison with local vendors, service providers, and regulator-dependent services; managing service performance, issue resolution, and operational governance.
  • Manage relationships with connectivity providers, exchange technical teams, and regulator-operated platforms, ensuring SLA adherence and timely resolution of connectivity issues impacting business.

• Automation, AI-Assisted Operations & Continuous Improvement

  • Lead identification and delivery of automation opportunities across application and infrastructure operations (e.g., health checks, reconciliation, alert enrichment, self-healing workflows).
  • Drive adoption of AI-assisted supports practices where appropriate (e.g., intelligent alert correlation, log/metric anomaly detection, incident summarization, knowledge article generation, runbook recommendation), with strong controls around accuracy, security, and operational risk.

Required qualifications, capabilities, and skills

• Bachelor's degree in Computer Science / Engineering or other relevant majors.

• Minimum 7–10 years of relevant working experience in financial services.

• Demonstrated experience supporting last-mile applications and market connectivity in a financial services or capital markets environment.

• Proven experience supporting Markets Technology, including front office trading systems and back-office systems (settlement, reconciliation, regulatory reporting).

• Knowledge of markets products - FICC, Equities, and Regulatory Reporting is an advantage.

• Technology development, project management, and delivery experience, preferably within Banking or Securities financial services.

• Experience working with internal audit teams and external regulators.

• Tactical thinking and strong analytical skills with high and fast learning capability.

• Knowledge of Incident, Problem & Change Management processes and tools.

• Sound mindset of risk management and cyber security.

• Excellent interpersonal skills; a strong team player with the ability to remain calm under pressure while prioritizing workloads to meet business expectations.

• Willing to participate in occasional maintenance and releases on weekends and ad-hoc support after office hours.

• Experience using monitoring tools & scheduling tools for production support and some level of knowledge of network infrastructure.

Preferred qualifications, capabilities, and skills

• Markets product knowledge across Fixed Income, Equities, and Regulatory Reporting

• Familiarity with Malaysia and Southeast Asia market infrastructure — Bursa Malaysia, BNM-connected platforms, and associated connectivity and regulatory reporting requirements.

• Strong hands-on experience with:

  • Operating Systems: Windows Server, RHEL Linux
  • Databases: Oracle, MS SQL (SQL, stored procedures)
  • Web/App Servers: IIS, Tomcat, Apache
  • Monitoring/Scheduling: Geneos, AutoSys
  • Scripting/Automation: Shell scripting, Python (and/or similar languages)
  • Connectivity Protocols: FIX protocol, SWIFT, MQ messaging, REST/API-based integrations

• Prior experience leading local deliveries (or workstreams) end-to-end: requirements shaping, planning, execution, and operational handover.

• Experience with AI-assisted operations to improve alert quality, event correlation, anomaly detection, diagnostics, and knowledge management.