JPMorgan Technology Support Lead 

United States, California, San Francisco 

826813832

As a Technology Support Lead in Infrastructure 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.The Change Management Process Lead will be a member of Global Change Management team under Technology Operate and Production Management Tools Product Line. The lead will work with a team of highly motivated people to develop functional goals and priorities that align with the overall product line strategy.

Job responsibilities

• Working with Service Now product team to design and automated controls.
• Execute policies and procedures that ensure operational stability and availability.
• Periodic review of controls and process.
• Working with LOB partners to prioritize Service Now tool enhancements from process standpoint.
• Working closely with Incident and Problem teams and understanding the interlinks for process updates.
• Exploring new opportunities in the modern technology stack to identify potential process uplift.
• Keeping abreast of the industry standards and implementing best practices.
• Planning and implementing metrics liaising with LOB partners.
• Preparing and responding to audit and risk queries.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Expertise in product and infrastructure support, with a good understanding of core infrastructure technology (i.e., Network, Storage, Compute).
• Knowledge of risk and controls landscape, ensuring company-wide standards are met.
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
• Expertise in ServiceNow with proven experience in supporting transformational and migration activities, including functional QA and UAT testing of Service Now.
• Able to articulate in practical terms the relationship between Change, Incident and Problem as well as Request, to recommend workflows and engagements across the processes.
• Experience with Release and Software Development Life Cycle.
• Experience with developing process documentation and job aids for firm-wide distribution
• Proven ability to motivate others and lead change.
• Proven ability to work under pressure on multiple work streams within demanding project timeframes.
• Fluent in SharePoint, MS Teams, Jira, Confluence, and Excel.

Preferred qualifications, capabilities, and skills

• Practical experience with public cloud.