Technology Support Lead

JOB DESCRIPTION

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

As a Technology Support Lead in Corporate technology team, CTO office, you will ensure the operational stability, availability, application support mgmt. and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions and user support requests for Engineers Platform & Services leading to a seamless user experience. Critical thinking while resolving day-to-day user support and incident management 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.

Job responsibilities

• Provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Proactively monitor production environments for anomalies, mitigate issues, and drive evolution and utilization of standard observability tools leading to improving MTTD/MTTR. 
• 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.
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Collaborates with engineering, product, security, and business teams to align production management initiatives with organizational goals.
• Establishes and monitors key performance indicators (KPIs) for production systems, driving proactive incident management and root cause analysis.
• Collaborates with technical experts, key stakeholders, and team members to resolve complex problems.
• Champions automation and DevOps practices to streamline operations and reduce manual intervention and toil.
• Understands service level indicators and utilizes service level objectives to proactively resolve issues before they impact customers
• Stays abreast of industry trends and emerging technologies, recommending enhancements to production management practices

Required qualifications, capabilities, and skills

• 8+ years of professional experience in a large-scale technology enterprise or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Hands-on Experience working with CI/CD tools s in a globally distributed hybrid environment (Cloud & On-premise) using Git/BitBucket/Github, Artifactory, Jenkins etc. 
• Excellent problem-solving skills and the ability to conduct thorough Root Cause Analyses and engage with AD teams.
• Experience with Unix/Linux platform, cloud platforms such as AWS, Azure, or GCP.
• Support knowledge of containerization & orchestration technologies: ie: Dockers and Kubernetes.
• In-depth knowledge of monitoring and observability tools such as Geneos, Dynatrace, Grafana, Elasticsarch, and Splunk, including configuration, integration, and analysis of application and infrastructure metrics.
• Demonstrated success in leading large-scale, complex production environments in a fast-paced organization.
• Proficient in site reliability culture and principles and familiarity with how to implement site reliability within an application or platform.
• Familiarity with container and container orchestration such as ECS, Kubernetes, Docker and Cloud Foundry.
• Proficient in at least one programming language such as Python, Java/Spring Boot, .Net, etc. 

Preferred qualifications, capabilities, and skills

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Practical experience with supporting/building public cloud, Kubernetes and Docker. 

ABOUT US
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 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 expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.