Technology Support Lead

4 days ago

Houston, Texas, United States JPMorganChase Full time
Description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Corporate Technology organization, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

  • Leads teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
  • Executes policies and procedures that ensure operational stability and availability
  • Monitors production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
  • Escalates and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
  • Leads incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
  • Participates in process improvement to ensure improved future performance of the team
  • Actively designs and manages personal improvement plan to set and meet team and individual performance goals, while mentoring and coaching junior members of the team
  • Participates in post-incident reviews and problem management activities
  • Proactively contributes to improvement activities during incident downtime
  • Reviews the Corporate Technology environment to proactively identify events or lower severity incidents 
  • Builds relationships both from a customer and technical perspective including with the problem and change management teams

Required qualifications, capabilities, and skills

  • 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
  • Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
  • Proficient in observability and monitoring tools and techniques
  • Experience with one or more general purpose programming languages and/or automation scripting such as SQL, Python, Java, or Splunk
  • Expertise with Incident Management tools such as ServiceNow
  • Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
  • Previous experience managing Major Incidents in a large environment
  • Proficient knowledge and understanding of Incident Management practices, skills, and tools
  • Broad understanding of technology frameworks across mainframe, midrange and distributed
  • Ability to support others across all contributing teams and disciplines
  • Ability to foster relationships from both a business and technical perspective including with senior Technology and Business management

Preferred qualifications, capabilities, and skills

  • Practical experience with public cloud, preferably with AWS
  • ITIL training and certification preferred
  • Proficient knowledge of Financial Services industry
  • Six Sigma training is a plus

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