JPMorgan Technology Support Lead 

United States, California, San Francisco 

805339884

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

• Execute policies and procedures that ensure operational stability and availability
• Working with Service Now product, Engineering and Development team to design and automate controls to minimize risk.
• Organize and liaise with stakeholders to improve the change management process to help ensure the teams aligns with the executive goal of high availability.
• Manage and act as the point of contact for questions, problems, suggestions about the change management system and processes.
• Consistently looks for ways to enhance process to address areas of conflict management, release management, Operations Management, and configuration management.
• Working closely with Incident and Problem teams and understanding the interlinks for process updates.
• Working with Stakeholders to prioritize Service Now tool enhancements from process standpoint.
• Periodically review of controls and process.
• Exploring new opportunities in the modern technology stack to identify potential process uplift.
• Planning and implementing metrics liaising with LOB partners.
• Leading Audit request responses and walk through.

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
• ITIL Certification.
• Expertise in product and infrastructure support, with a good understanding of core infrastructure technology (i.e., Network, Storage, Compute).
• Expertise in supporting Service Now 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.
• Expertise in Change, Incident, Problem Management, Configuration Management Data workflows in Service Now.
• Knowledge of risk and controls landscape, ensuring company-wide standards are met.
• Experience with Release and Software Development Life Cycle.
• Experience with developing process documentation and job aids for firm-wide distribution
• Fluent in SharePoint, MS Teams, Jira, Confluence, and Excel.

Preferred qualifications, capabilities, and skills

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