Job Description
We have an exciting and rewarding opportunity for you to take your software engineering career to the next level.
As a Software Engineer III - Release Manager + L3 Support Manager + Python/ Java at JPMorgan Chase within the Commercial & Investment Bank, you'll be responsible for overseeing the third level of technical support within the team. You will tackle complex technical issues beyond the scope of L1 and L2 support, ensuring efficient resolution to maintain customer satisfaction and system reliability. You'll oversee the planning and control of software development and deployment, ensuring smooth delivery of new releases by coordinating across teams to manage risks and resolve issues.
Job Responsibilities :
- Oversee the resolution of complex technical issues, ensuring timely and effective solutions. Act as an escalation point for critical incidents.
- Develop and implement processes and best practices to enhance the efficiency and effectiveness of the L3 support team.
- Work closely with other departments, such as development, quality assurance, and product management, to address recurring issues and improve product quality.
- Ensure the creation and maintenance of comprehensive documentation for troubleshooting and resolving complex issues.
- Monitor customer feedback and support metrics to ensure high levels of satisfaction and identify areas for improvement.
- Prepare and present reports on support activities, performance metrics, and improvement initiatives to senior management.
- Plan and manage software releases, ensuring timely and successful delivery.
- Coordinate with development, testing, and operations teams to ensure alignment and readiness for releases and Communicate release status, issues, and risks to stakeholders.
- Develop and maintain release schedules, track progress, manage dependencies and continuously improve release processes and tools to enhance efficiency and effectiveness.
- Identify and mitigate risks associated with releases, implementing contingency plans as needed and ensure compliance with quality standards and regulatory requirements.
Required qualifications, capabilities, and skills :
- Formal training or certification on software engineering concepts and 3+ years applied experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience in software development, project management or a related role.
- Strong understanding of software development lifecycle (SDLC) and release management processes.
- Excellent organizational and communication skills.
- Ability to manage multiple projects and priorities simultaneously.
- Familiarity with release management tools and methodologies (e.g., Agile, DevOps, ServiceNow, JIRA).
