Lead Technology Support

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

As a Technology Support Lead at JPMorganChase within Corporate Technology, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services — with a focus on document and content management systems. 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. You will encourage a culture of continuous improvement, leading a team through incident resolution, infrastructure management, and the adoption of modern tooling across on-premises and cloud environments.

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Job Responsibilities

- Lead end-to-end application and infrastructure service delivery to enable successful business operations, with a focus on document and content management platforms
- Oversee day-to-day maintenance of the firm's systems to ensure operational stability, availability, and performance across on-premises and cloud environments
- Execute policies and procedures that ensure operational stability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
- Analyze complex situations and trends to anticipate, troubleshoot, and resolve incidents, driving root cause analysis and ensuring full closure of issues
- Monitor production environments for anomalies using observability tools such as Splunk on AWS, address issues proactively, and escalate and communicate resolutions to business and technology stakeholders through incident resolution and service restoration
- Design system automation and build tools to reduce manual toil and improve the efficiency of application support workflows
- Lead team adoption of enterprise-authorized AI capabilities to improve incident triage speed and consistency, including synthesizing operational signals into prioritized actions, with human-in-the-loop validation and appropriate handling of sensitive data
- Apply reuse-first, AI-assisted practices across incident, problem, and change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations
- Collaborate with developers, business users, and global production management teams across all levels of seniority to drive seamless user experiences

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Required Qualifications, Capabilities, and Skills

- Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and 5+ years applied experience
- Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows, with strong validation habits and awareness of data sensitivity
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations
- Experience managing applications or infrastructure in a large-scale technology environment, both on-premises and in public cloud environments
- Proficient in observability and monitoring tools and techniques, including experience setting them up for large-scale applications and services (e.g., Splunk on AWS)
- Hands-on experience with scripting or programming languages such as Java or Python, with the ability to debug production issues and build system automations
- Hands-on experience with private/public cloud platforms and container orchestration technologies such as Kubernetes or equivalent
- Experience executing on processes within the Information Technology Infrastructure Library (ITIL) framework, including incident management, root cause analysis, and change management
- Strong understanding of infrastructure costing with the ability to apply tuning mechanisms that optimize both performance and cost efficiency

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Preferred Qualifications, Capabilities, and Skills

- Experience supporting document management or content management systems in an enterprise environment
- Familiarity with ServiceNow or equivalent platforms for incident and change management workflows
- Understanding of the software development lifecycle and how it intersects with production support operations
- Experience with infrastructure optimization strategies in hybrid on-premises and cloud environments
- Knowledge of advanced observability practices and the ability to evolve team adoption of monitoring standards