JPMorgan Technology Support Lead - Major Incident Management 

United Kingdom, England 

455183383

As a Technology Support Lead in the Corporate Sector Infrastructure Platforms team, 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 be part of a global follow the sun team which covers 24x7x365. You’ll be responsible for executive communications to a global audience, providing accurate and timely incident details and impacts to our stakeholders. Using industry standard and in-house tools you’ll validate incoming incidents and assess impacts to ensure that critical incidents are flagged. You will apply a proactive approach and drive continuous improvement to processes and tooling. You will collaborate with dedicated teams in our Global Incident Command Center to engage technical and business teams to drive resolution of critical technology incidents and support major events.

This role is operates on a shift basis, usual patterns are either Sunday to Wednesday (weekdays 6am - 4pm and weekend's 6am until 3pm) or Wednesday to Saturday. This is a 4 day working week with no evening shifts or call outs.

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

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
• Knowledge and understanding of Incident Management practices, skills and tools
• Strong oral and written communication skillsand able to communicate with senior stakeholders
• Strong analytical and problem-solving skills with a commitment to process improvement
• Broad technology understanding across Cloud, Mainframe, Midrange, Distributed Systems, Storage and Networks
• General understanding of Financial Services and key drivers of business performance
• Strong team player, ability to foster relationships and influence others across all contributing teams and disciplines
• Must be able to work shifts which will include a weekend day

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public cloud
• Foundation Certification or strong knowledge of ITIL concepts is advantageous