JPMorgan APAC Technology Support Director Employee Platforms 

China, Hong Kong, Hong Kong Island 

443182915

As a Technology Support Director in Employee Platforms, Technology Employee Support Services(TESS), you will lead teams ensuring the operational stability, availability, and performance of our production services. Leverage your deep expertise and industry knowledge to set the strategic direction, influence the organization, and maintain and enhance all internally and externally developed systems, ensuring a seamless user experience, and fostering a culture of continuous improvement.

Job responsibilities

• Directly manage multiple areas with strategic and transactional focus to enable technology support teams to deliver end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Develop and oversee policies and procedures to ensure operational stability and availability
• Develop and oversee monitoring of production environments for anomalies, address issues, and lead evolution utilizing standard observability tools
• Ensure issues and solutions are appropriately escalated and communicated with the business and technology stakeholders throughout the resolution process until service is restored
• Oversee incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Work with the team to handle day to day issues including Employee Technology Issues, daily health checks of applications and processes, working closely with End users, Development staff and Support teams, to prioritize and resolve tickets or provide work around.
• Liaison with the Global Technology Help Organization to streamline communication and collaboration with the Region
• Manage the Risk Exposure and Technology Compliance for TESS in Region
• Liaison with Employee Platforms Technology Product Lines to ensure Product Compliance with local and regional regulations.
• Monitor activities/processes of production to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.
• Own Regional incidents and problems and work to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues.

Required qualifications, capabilities, and skills

• 7+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Deep understanding of the APAC Financial Industry including Local and Regional regulations.
• 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
• Demonstrated experience in executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Must demonstrate the ability to effectively communicate verbally and in writing to the team, management and the customers.
• Possess fantastic trouble-shooting skills, are driven to help internal/external customers and have the ability to dive deep into a new product to learn it inside and out
• Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly.
• Excellent problem management skills and relentless drive for root cause and execute measures to reduce repeat occurrence.

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Demonstrated experience with public cloud
• Understanding of AI, Data Analytics tools and models