Employee Platforms - Mobile Technology Support Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Enterprise Technology Employee Platforms, you will play a leadership role in ensuring the operational stability, availability, and performance of our mobile applications. 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

• Provide assistance to users encountering issues with mobile applications, troubleshooting problems effectively.
• Lead incident, problem, and change management in support of mobile applications, or infrastructure
• Educate users on Mobile app functionalities and best practices to enhance user experience. 
• Work with mobile development and QA teams to identify bugs, propose fixes, and assist in application testing.
• Maintain comprehensive records of support tickets and create user guides for common issues
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
• Execute policies and procedures that ensure operational stability and availability
• Gather user feedback to recommend improvements and enhance mobile app performance.
• Monitor mobile production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
• Analyze mobile application performance metrics and user behavior to inform ongoing support strategies

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining mobile applications
• Excellent verbal and written communication skills for effective user interaction.
• Strong analytical and troubleshooting skills to diagnose and resolve issues efficiently.
• Experience in customer service roles to enhance user satisfaction.
• Familiarity with support ticketing systems and performance monitoring tools.
• Ability to quickly learn new technologies and adapt to changing environments
• Proficiency in mobile operating systems(iOS, Android) and familiarity with app development languages(Swift, Java, Kotlin).
• Experience managing mobile applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Proficient in observability and monitoring tools and techniques (Dynatrace, Splunk)

Preferred qualifications, capabilities, and skills

• Prior experience in technical support, particularly for mobile applications, is preferred

 

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also ma