Technology Support Lead - Problem Management

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

As a Technology Support Lead and Problem Manager  in Consumer and Community Bank's Technology team,  you'll have the opportunity to influence production stability by contributing to the core problem management functions of Engage, Improve, Plan, and Measure. You’ll play a key role in transforming this domain and our services to enhance their scalability and reliability.

You'll collaborate with a dedicated team to deliver top-tier root causes and incident response analysis, to identify and complete repair items, and to cultivate a blameless learning culture to help modernize our application services. You'll lead the charge in Problem Management conversations with precise investigation and urgency. You will partner with Site Reliability and Application Development Engineers to research production incidents, developing your post-incident analysis. Throughout the Problem Management lifecycle, you will communicate status and progress, completing the feedback loop with senior leadership. Your commitment to follow through will ensure incidents are thoroughly addressed and preventative measures are implemented to avoid recurrence.

Job Responsibilities

• Conduct root cause analysis on major incidents and potential impact incidents, identifying both tactical and strategic actions by working with Site Reliability Engineers, Application Development and or Platform Engineers.
• Facilitate major problem review meetings and develop strategic efforts to address problem areas in NA regions, other regions where needed.
• Collaborate with business resources and subject matter experts to refine processes, eliminate incident recurrence, and improve service delivery and apply RCA lessons learned across technology ecosystem.
• Ensure accurate and timely progression and update of problem records through the Problem Management process, utilizing tools like ServiceNow.
• Lead Stability and Service Level Improvement programs, driving continuous improvement initiatives and implementing best practices in Problem Management.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
• Experience managing Root Cause Analysis (RCA) in a system of record such as Service Now.
• Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
• Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
• Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
• Ability to influence and lead technical conversations with various application support groups that include technical leaders, IT professionals, developers, and architects.
• Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
• Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
• Understanding of observability and monitoring tools and techniques.
• Excellent communication, technical writing, presentation, and relationship management skills.

Preferred Qualifications, Capabilities, and Skills

• Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
• Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
• Practical experience with public cloud.
• ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

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 compensati