JPMorgan Technology Support Lead - Production Management 

United States, Texas, Plano 

616888805

Job Description:

This role is responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space. The role encompasses supporting merchant level complex research issues across multiple Merchant Services Payment Processing platforms. Additionally, the role is also responsible for driving and delivering business results, merchant engagement as well as developing and implementing operational efficiencies and collaborating with internal business partners to enhance service delivery to merchants.

Responsibilities include:

• This role is responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space.
• Lead a team of Issues Management Analysts in support of merchant level complex research issues
• Manage day to day performance of the team including handling escalations and other critical issues
• Function as a liaison and escalation point with various internal partners including Relationship Managers, Technology, Client Onboarding and Service and other areas of operation within CIB as well as merchants
• Assess, identify, recommend and implement enhancements to improve operational effectiveness and service delivery to our merchants
• Present updates and solutions in a concise manner to Senior Managers, Business Partners and to Senior Executive leadership on short notice
• Understand and effectively manage risks in the environment
• Analyze team quality performance trends including identifying opportunities for improvement and recommended changes
• Lead major projects and process improvement initiatives in the Production Management – Issues Management space
• Create a positive employee experience while prioritizing business results and managing risks and controls. Revise the heading to 'Job responsibilities

Required qualifications, capabilities and skills:

• 5+ years Merchant Services specific experience or similar operational experience
• 5+ years of experience or equivalent expertise troubleshooting and resolving business issues
• Minimum 3+ years of management or equivalent experience
• Demonstrated Intermediate-to-expert proficiency with Relational Database Management tools and SQL
• Experience leading and developing Associate Level staff functions
• Superior problem solving and analytical skills
• Strong written communication Skills
• Demonstrated Executive presence and presentation skills
• Intermediate-to-expert proficiency with Microsoft Excel and PowerPoint
• Experience working with Controls and Audit

Preferred Qualifications, Capabilities and Skills:

1. Bachelor’s Degree or equivalent
2. Intermediate-to-expert proficiency with AWS related tools including Snowflake, OpenSearch and CloudWatch
3. Experience with Generative Artificial Intelligence (GEN/AI) and Large Language Models (LLMs)
4. Merchant facing experience