An internal user calls in saying they cannot access a critical banking application needed for their trade settlement work. Your standard password reset and cache clear don't work. The SLA is 30 minutes. How do you troubleshoot this?
RoleTechnical Support Representative
DifficultyDifficult
TopicTechnical
Asked at
Why This Is Asked
JPMorgan screens for methodical troubleshooting under SLA pressure, especially how you apply structured problem-solving to internal banking systems without jumping to escalation.
General Approach
Walk through your diagnostic path step-by-step before stating you'd escalate. Show you can isolate the breakpoint (network, directory, app, permissions) and know when to bring in a specialized team.
General Answer
Given the 30-minute SLA and that standard fixes already failed, move quickly through a structured elimination process rather than repeating what's already been tried. Confirm the exact error message and when it started. Check network connectivity to the application server from the user's location. Check the authentication or directory service status, since a single sign-on or Active Directory issue can look like an app problem. Check whether the application server or dependent service itself is healthy, and whether other users are affected or it's isolated to this one person, which tells you whether it's a permissions issue specific to them or a broader outage. If the breakpoint narrows to something outside your access level, such as a backend application or infrastructure issue, escalate immediately to the specialized support team with your diagnostic findings attached rather than continuing to try things blindly, since the settlement deadline leaves no room for trial and error. Keep the user and your team lead updated on progress against the SLA throughout.
PH Interview Gotcha
Don't say 'sorry po, I will try to escalate' without first doing your own checks and documenting each step. Instead, say 'I will immediately verify the account status in AD and loop in the appropriate team while keeping you updated on the timeline.'
Sample STAR Answer▾
S
Situation
I was a technical support representative handling an internal helpdesk ticket from a Middle Office analyst in our Manila service center. The user was locked out of a trade settlement application 20 minutes before the daily cut-off window.
T
Task
I had to restore the user's access within the 30-minute SLA or escalate before the deadline expired, because a missed trade settlement could create a financial risk for the bank.
A
Action
I first confirmed the password reset and cache clear were done. Then I checked the user's domain membership in Active Directory and saw their account was in a disabled OU due to a weekend HR deactivation flag. I opened a bridge with the identity access team, explained the urgency, and requested a reactive AD sync while I submitted the formal access-reinstatement request through our ServiceNow workflow. I kept the user updated on every step.
R
Result
The user's access was restored in 22 minutes, well within the SLA. The trade settlement was processed on time. The root cause was flagged to HR and identity teams to prevent a repeat.
Key Takeaway
Always look beyond the obvious first fixes; check the user's directory state and cross-reference HR status flags early.
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