Technology Support Lead - High Growth Tech Manager

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

As a Technology Support Lead within the High Growth Tech team of the Tech Solutions Center group, you will take on a leadership role to ensure the operational stability, availability, and performance of our production services. You will be responsible for leading the support of complex integrated and connected solutions, including APIs that facilitate seamless experiences, Transmissions, ACH, H2H, Merchant Services, Blockchain, JPMorgan Wallet, a scalable virtual sub-ledger solution, and Concourse and Embedded solutions that streamline the payables process for our clients. The Solution Center provides 24/7 support to payments clients utilizing digital, end-to-end solutions to manage their business and working capital. Your critical thinking skills will be essential as you oversee the day-to-day maintenance of the firm’s systems, identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

• Provide oversight of global resources (managers and individual contributors) that perform service and operational activities, ensuring allocated work is completed and managed appropriately, meeting and exceeding KPIs.
• Provide strategic leadership, driving support strategies that meet the changing needs of our clients and the business.  Examining industry trends to anticipate future needs.
• Own team readiness, ensuring departmental policies, procedures, and other reference resources are well maintained and up to date.
• Drive service improvements that improve the client experience, simplifying engagement, reducing friction, and promoting self-service.
• Serve as a point of contact for business partners in other functional groups.
• Execute policies and procedures that ensure operational stability and availability
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• 5+ years of experience in people/operations management within a client and technical support space
• Strong oral and written communication skills, with a proven ability to communicate and interact with senior level management and translate complex requirements into simple guidance.
• 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
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Ability to lead and influence as part of a global team, cultivating relationships with business partners in order to achieve business goals.
• Demonstrating strong leadership and interpersonal skills, with proven ability to mentor and coach team members to drive development.

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public cloud
• Payments experience 
• Strong Risk and Controls acumen.

 

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 achieve