JPMorgan Technology Support Lead - Global Banking 

United Kingdom, England, London 

372383146

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 so you can identify and recommend new ideas for process improvement
• 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
• Drive Global Banking Service Improvement Initiatives within the respective regions and location(s)
• Review Technology Roadmaps with local leadership
• Provide 3rd Level Support for Escalations (identifies & coordinates resources, manage through completion, white glove support, etc.)
• Build consensus between the technical and business teams and bring open issues to resolution

Required qualifications, capabilities and skills

• Proven experience and expertise troubleshooting, resolving, and maintaining information technology services with workplace technologies
• 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
• Strong communication skills (written and verbal) and strong client engagement skills
• Proven ability to translate technical concepts to a non-technical audience and vice versa
• Ability to work independently and in a team environment, strong organizational and interpersonal skills
• Strong analysis and troubleshooting skills
• Strong technical skills with advanced level proficiency in Word, Excel and PowerPoint, MS Teams, OneNote, OneDrive, etc.

Preferred qualifications, capabilities, and skills

• Advanced business application and business process knowledge