Technology Support Lead

Technology Support Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Technology Support Lead at JPMorgan Chase within Corporate - Data Center Services, 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 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 communication issues and solutions to the business and technology stakeholders, actively participating in incident resolution, driving service restoration.
• Leads incident, problem, and change management in support of full stack technology systems or infrastructure.
• Understands network concepts (switching, routing, perimeter security), with a working knowledge of physical IT infrastructure (compute, network, storage)
• Has exceptional coaching abilities that foster top talent and promote a culture of excellence.
• Communicates and drives the strategic direction of the firm, delivering technology solutions that meet internal and external needs.
• Prioritizes customer experience, reviewing feedback, hosting customer forums and focus groups to proactively address the needs of the customer.
• Drives performance and develops teams: recruit diverse talent, run disciplined performance reviews, and regularly collaborate and check-in on priorities, to help elicit key results

Required Qualifications, Capabilities, and Skills:

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing infrastructure in a large-scale technology environment both on premises and public cloud
• Proficient in observability and monitoring tools and techniques
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Advanced knowledge of architecture, design, and business processes.
• Strong background or understanding of Data Center technologies and associated environmental tooling and monitoring.
• Effectively collaborate with peer group to identify and highlight best practices in support through continuous assessment, and elevating process and product recommendations to senior managers.
• Experience staffing and recruitment leveraging contract staffing.
• Proven track record of leadership roles in 24x7 operational support teams.
• Experience supporting enterprise-class hardware deployments.
• A proven leader and team builder, with the ability to work cross team, cross site, cross geography and deliver positive results.

Preferred Qualifications, Capabilities, and Skills:

• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public cloud
• Advanced knowledge of performance metrics and reporting, technical problem resolution and risk management
• Experience gathering and analyzing data to effect meaningful change in areas that need improvement

JPMorgan Chase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands.