Technology Support Lead - Premier Client Service Management

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

As a Technology Support Lead in the Payments Technology group, 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. You will be the face of Payments Technology to the large corporate clients with client communication, technical relationship management, and delivering Root Cause Analysis as large components of this role. You will drive significant business impact through your capabilities and contributions, and apply deep technical expertise and problem-solving methodologies to tackle a diverse array of challenges that span multiple technologies and applications.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Regularly provides technical guidance and direction to support the business and its technical teams
• Provide technical support for customers post-sales processes and provide developers with customers’ feedback
• Report on multiple product performances using service level agreements as basis
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
• Liaise with the sales department and product teams to ensure new products and current concerns are being addressed
• Execute policies and procedures that ensure operational stability and availability

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Solid technical background with hands on experience in digital technologies
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Ability to translate technical aspects to non-technical audiences
• Strong follow up skills for tracking and remediation of identified actions
• 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

Preferred qualifications, capabilities, and skills

• Experience with Grafana, Geneos and Splunk and the data analysis of the outputs
• Knowledge of the Payment process rails such as Real Time Payments, Automated Clearing House, Payment FX processing, Wires, Push to Card, eWallet, and JPM Coin
• Intermediate knowledge and use of PowerPoint for client facing presentations
• 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 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 e