Technology Support Lead

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

As a Technology Operations Lead in IP-PRS within Data Center Services, your role will be to lead the day-to-day Site Engineering teams supporting the data center environment. As part of that responsibility, you will be expected to provide oversight, guidance, and technical expertise to the team, while ensuring the sites have appropriate Operational staffing/coverage. You will be expected to also take charge of elevated issues and concerns and act as the primary point of contact in the field, relaying all necessary details to clients, other support teams and senior management. This is a collaborative position, where a group of Operational Leads work together and support each other to better support the firm, good team membership and leadership is crucial to the overall success of the organization.

Job responsibilities

• Leads teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm.
• Executes policies and procedures that ensure operational stability and availability.
• Monitors production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools.
• Escalates and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration.
• Leads incidents problems, and change management in support of full stack technology systems, applications, or infrastructure
• Regularly backs up Operations Manager in any/all duties and leading site engineering roles as needed. 
• Trains and mentors’ technicians through on-the-job training (OJT) and by providing direct guidance on specific tasks (e.g., deployments, break/fix); may complete additional training to obtain or maintain relevant role certifications.
• Follows procedures to communicate, report, and escalate incidents. Exercises judgment and discretion to contribute to issue tracking, follow-up, resolution, and postmortem exercises.
• Promotes a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities.
• Has a strong comfort level working within a high-pressure customer service centric environment.
• Advanced IT project/program management experience, with appropriate industry certifications.
• Leads staff in proactively monitoring and updating workload queues and interact with customers to understand and coordinate requirements.
• Identifies problems, troubleshoots, and delivers strategic solutions to clients.

 

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.
• Proficient in observability and monitoring tools and techniques.
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
• A strong understanding of physical cable plan infrastructure, cable type, connectors, frame types etc.,
• Experience with physical layer infrastructure testing tools.
• Strong understanding of network concepts (switching, routing, perimeter security).
• An understanding of the server environment, including, physical, virtual, mainframe etc.
• Strong understanding of data center facility concepts (space, power, cooling).
• Strong data analytics knowledge and experience and problem resolution skills.
• Advanced infrastructure project, operations systems, and data analytics knowledge.

Preferred qualifications, capabilities, and skills

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

 

 

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 a