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Technology Support Lead
senior · Technology / Software Development
As a Technology Support Lead at JPMorgan Chase within the Commercial and Investment Bank, you will serve as a senior technical authority responsible for ensuring the stability, performance, and continuous improvement of critical technology platforms that support global banking and markets operations. You will bring deep technical expertise and a solutions-driven mindset to complex support challenges, directly enabling the firm's ability to serve clients and execute at scale. This is a unique opportunity to lead at the intersection of technology and financial services — where your contributions have real, measurable impact on the business every day.
Job responsibilities
- Lead the resolution of complex, high-priority technology incidents, serving as the primary escalation point and ensuring timely communication to stakeholders throughout the incident lifecycle
- Drive root cause analysis and problem management processes, translating findings into permanent fixes and preventative measures that reduce recurring issues
- Partner with software engineering, infrastructure, and business teams to ensure supportability is embedded into new technology deployments and platform changes
- Develop and maintain runbooks, operational procedures, and knowledge base documentation to improve team efficiency and consistency of service delivery
- Monitor system health, performance, and capacity across supported platforms, proactively identifying and addressing risks before they impact operations
- Lead and mentor a team of technology support engineers, providing technical guidance, coaching, and career development support
- Collaborate with product and engineering teams to advocate for operational improvements, automation opportunities, and tooling enhancements that reduce toil
- Define and track key support metrics, including mean time to resolution and incident trends, using data to drive continuous service improvement
- Engage directly with business stakeholders and technology partners to communicate service status, risk posture, and improvement initiatives
Required qualifications, capabilities, and skills
- Formal training or certification on technology support concepts and 5+ years applied experience
- Demonstrated experience leading technology support or operations functions within a large-scale, complex enterprise environment
- Strong proficiency in diagnosing and resolving issues across infrastructure, application, and network layers in a production setting
- Experience with incident management frameworks and IT service management practices, including ticketing and escalation workflows
- Proficiency in scripting or automation (e.g., Python, PowerShell, or Bash) to streamline operational tasks and reduce manual effort
- Hands-on experience with monitoring and observability tools for proactive system health management and alerting
- Proven ability to lead technical teams and drive cross-functional collaboration to resolve complex issues under pressure
- Strong communication skills with the ability to translate technical concepts clearly for both technical and non-technical audiences
Preferred qualifications, capabilities, and skills
- Experience supporting trading, markets, or banking technology platforms within a financial services environment
- Familiarity with cloud platforms and containerized environments (e.g., AWS, Azure, Kubernetes) in a support or operations capacity
- Knowledge of change management and release management processes within regulated enterprise environments
- Experience implementing automation and self-healing capabilities to improve platform resilience and reduce operational overhead
- Relevant industry certifications such as ITIL, AWS, or equivalent technology support credentials