JPMorgan Technology Support Lead - Production Management 

United States, Ohio 

774370896

As a Technology Support Lead in Corporate Technology & Employee Platforms, 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

• Coordinating the resolution of critical Major Incidents utilizing technical and business resources in 24x7x365 enterprise organization.
• Leading Major Incidents to resolution authoritatively and confidently; in the heat of the moment may be called upon to make decisions on behalf of Employee Platforms that could have production impacting implications.
• Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis.
• Leading large senior management conference calls to advise Lines of business (LOBs) of major incidents occurring in the environment.
• Performing root cause analysis for all critical Major incidents and driving resolution to the issues.
• Ensuring that the firm’s monitoring and automation platforms are actively leveraged to drive continuous improvement of business data and identifying systemic issues and eliminate them from the root level.
• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of Employee Platforms.
• 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

• 5+ years of 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.
• Expertise in Service Now, including building reports and dashboards.

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting.
• Practical experience with public cloud.
• Agile experience, with JIRA and Align.