JPMorgan Technology Support Lead - Major Incident Manager 

United Kingdom, England 

349111579

As a Technology Support Lead in Corporate Technology, 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. You will take the lead on incident response and risk reviews, use your leadership skills to give guidance, best practice advice and support across all our business and technology groups. There will be a requirement to keep management, executive directors, managing directors and stakeholders in the loop.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm.
• Execute policies and procedures that ensure operational stability and availability.
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools.
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration.
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
• Determine and ensure execution of appropriate actions to recover business services as quickly as possible.
• Run the technical bridge to drive all diagnostic and resolution activities.
• Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, JPMC lines of business.
• Manage Major Incidents in a corporate environment with previous experience.
• Leverage automation/coding/experience as a definite asset (SQL/Python/Java/Splunk).
• Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident.

Required qualifications, capabilities, and skills

• 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 executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• In-depth knowledge and understanding of Incident Management practices, skills and tools
• Broad understanding of technology frameworks across mainframe, midrange and distributed
• General understanding of Financial Services, key drivers of business performance, and cloud technology
• Influential and ability to multitask, exercise judgment and sound decision-making under pressure
• Exceptional communication skills, able to communicate with senior Technology and Business management
• Ability to influence others across all contributing teams and disciplines

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public cloud
• Experience in Production support or Application Development
• ITIL training and certification preferred
• Committed to process improvement, Six Sigma training a plus
• AWS practitioner certification is a plus