Technology Support Lead

As a Technology Support Lead at JPMorgan Chase within the Commercial and Investment Bank team, you will serve as a senior technical authority responsible for ensuring the stability, performance, and continuous improvement of critical technology platforms that support global banking and markets operations. You will bring deep technical expertise and a solutions-driven mindset to complex support challenges, directly enabling the firm's ability to serve clients and execute at scale. This is a unique opportunity to lead at the intersection of technology and financial services — where your contributions have real, measurable impact on the business every day.

Job responsibilities

• Lead the resolution of complex, high-priority technology incidents, serving as the primary escalation point and ensuring timely communication to stakeholders throughout the incident lifecycle

• Drive root cause analysis and problem management processes, translating findings into permanent fixes and preventative measures that reduce recurring issues

• Partner with software engineering, infrastructure, and business teams to ensure supportability is embedded into new technology deployments and platform changes

• Develop and maintain runbooks, operational procedures, and knowledge base documentation to improve team efficiency and consistency of service delivery

• Monitor system health, performance, and capacity across supported platforms, proactively identifying and addressing risks before they impact operations

• Lead and mentor a team of technology support engineers, providing technical guidance, coaching, and career development support

• Collaborate with product and engineering teams to advocate for operational improvements, automation opportunities, and tooling enhancements that reduce toil

• Define and track key support metrics, including mean time to resolution and incident trends, using data to drive continuous service improvement

• Engage directly with business stakeholders and technology partners to communicate service status, risk posture, and improvement initiatives

Required qualifications, capabilities, and skills

• Formal training or certification on technology support concepts and 5+ years applied experience

• Demonstrated experience leading technology support or operations functions within a large-scale, complex enterprise environment

• Strong proficiency in diagnosing and resolving issues across infrastructure, application, and network layers in a production setting

• Experience with incident management frameworks and IT service management practices, including ticketing and escalation workflows

• Proficiency in scripting or automation (e.g., Python, PowerShell, or Bash) to streamline operational tasks and reduce manual effort

• Hands-on experience with monitoring and observability tools for proactive system health management and alerting

• Proven ability to lead technical teams and drive cross-functional collaboration to resolve complex issues under pressure

• Strong communication skills with the ability to translate technical concepts clearly for both technical and non-technical audiences

Preferred qualifications, capabilities, and skills

• Experience supporting trading, markets, or banking technology platforms within a financial services environment

• Familiarity with cloud platforms and containerized environments (e.g., AWS, Azure, Kubernetes) in a support or operations capacity

• Knowledge of change management and release management processes within regulated enterprise environments

• Experience implementing automation and self-healing capabilities to improve platform resilience and reduce operational overhead

• Relevant industry certifications such as ITIL, AWS, or equivalent technology support credentials