Technology Support Lead - Merchant Services Production Management

Job Description 

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

As a Technology Support Lead within the Merchant Services Technology Production Management space, you will lead a team of Issues Management Analysts. You will support merchant-level complex research issues across multiple Merchant Services Payment Processing platforms. You will promote and deliver business results, engage with merchants, develop and implement operational efficiencies, and collaborate with internal business partners to enhance service delivery to merchants. You will be responsible for promoting major initiatives in collaboration with Senior Executive leaders in the Relationship Management, Client Onboarding and Service, Technology and Product organizations as well as other areas of operation within Merchant Services. 

Job Responsibilities :

• Lead a team of Issues Management Analysts in support of merchant level complex research issues 
• Manage day to day performance of the team including handling escalations and other critical issues 
• Function as a liaison and escalation point with various internal partners including Relationship Managers, Technology, Client Onboarding and Service and other areas of operation within CIB as well as merchants 
• Assess, identify, recommend and implement enhancements to improve operational effectiveness and service delivery to our merchants 
• Present updates and solutions in a concise manner to Senior Managers, Business Partners and to Senior Executive leadership on short notice 
• Understand and effectively manage risks in the environment 
• Analyze team quality performance trends including identifying opportunities for improvement and recommended changes 
• Lead major projects and process improvement initiatives in the Production Management – Issues Management space 
• Create a positive employee experience while prioritizing business results and managing risks and controls. 

 

Required qualifications, capabilities and skills:

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• 5+ years Merchant Services specific experience or similar operational experience
• Minimum 3+ years of management or equivalent experience 
• Demonstrated Intermediate-to-expert proficiency with Relational Database Management tools and SQL
• Experience leading and developing Associate Level staff functions 
• Superior problem solving and analytical skills
• Strong written communication Skills
• Demonstrated Executive presence and presentation skills
• Intermediate-to-expert proficiency with Microsoft Excel and PowerPoint 
• Experience working with Controls and Audit 

 

Preferred Qualifications, Capabilities and Skills:

• Bachelor’s Degree or equivalent 
• Intermediate-to-expert proficiency with AWS related tools including Snowflake, OpenSearch and CloudWatch
• Experience with Generative Artificial Intelligence (GEN/AI) and Large Language Models (LLMs)
• Merchant facing experience 
   

JPMorganChase, 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. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of 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 div