Are you passionate about solving complex technology challenges at scale? At JPMorganChase, we offer you the opportunity to lead critical infrastructure operations that power some of the world's most important financial services — and to grow your career alongside some of the brightest minds in the industry.
As a Technology Support Lead at JPMorganChase as part of our Mainframe and Mid-Range Compute Site Reliability and Engineering team, you will apply your depth of knowledge and expertise across all aspects of infrastructure support and the software development lifecycle. You'll partner continuously with stakeholders to stay focused on common goals, driving stability, availability, and innovation across a globally distributed environment. We embrace a culture of experimentation and constantly strive for improvement and learning — you'll work in a collaborative, trusting, thought-provoking environment that encourages diversity of thought and creative solutions in the best interests of our customers, globally.
Job responsibilities
- Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
- Execute policies and procedures that ensure operational stability and availability across a 24x7 production environment
- Monitor production environments for anomalies, address issues, and drive the evolution and utilization of standard observability tools
- Escalate and communicate issues and solutions to business and technology stakeholders, actively participating from incident resolution through service restoration
- Lead incident, problem, and change management in support of full-stack technology systems, applications, and infrastructure
- Host and facilitate bridge calls, communicating effectively with large groups of individuals across all levels of the organization
- Administer and troubleshoot Mainframe-related components, ensuring continuous operational health and performance
- Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.
- Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.
Required qualifications, capabilities, and skills
- Formal training or certification on technology support concepts and 5+ years applied experience
- 8+ years of experience operating and managing IBM z-Series environments
- Demonstrated leadership of operational and site reliability engineering teams in a 24x7 support environment, including all aspects of people management
- Strong understanding of infrastructure architecture including servers, storage, network, database, and application components
- Extensive knowledge of replication technologies such as IBM CSM and GDPS
- Expertise in administering z-Series and Hardware Management Console (HMC), including firmware and microcode upgrades
- Demonstrated understanding of security standards including working knowledge of SSH protocol, transaction-based systems, IMS, CICS, DB2, and WebSphere
- Experience managing ServiceNow, including workflow, ticket, and resolution management across a global 24x7 environment, with demonstrated expertise in incident, problem, and change management processes
- Ability to troubleshoot priority incidents, facilitate blameless post-mortems, and ensure permanent closure of incidents
- Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.
Preferred qualifications, capabilities, and skills
- Working knowledge of one or more general-purpose programming languages and/or automation scripting, with practical experience in Python development
- Knowledge of Site Reliability Engineering principles — including the ability to design, code, test, and deliver software to automate manual operational work
- Familiarity with multiple batch scheduling tools, notably CA-7, Control-M, and Zeke, along with a solid working knowledge of Job Control Language (JCL)
- Experience with Netcool support in a large-scale environment
- Demonstrated ability to engage with IBM z-Series engineering and build teams on architecture, development, stability, and continuous improvement to advance product vision and satisfy customer 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 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
Skills Required
- Formal training or certification in technology support concepts and 5+ years of applied experience
- 8+ years of experience operating and managing IBM z-Series environments
- Leadership of operational and site reliability engineering teams in a 24x7 support environment, including people management
- Strong understanding of infrastructure architecture, including servers, storage, networks, databases, and applications
- Extensive knowledge of replication technologies such as IBM CSM and GDPS
- Expertise administering z-Series and Hardware Management Console, including firmware and microcode upgrades
- Understanding of security standards, SSH, transaction-based systems, IMS, CICS, DB2, and WebSphere
- Experience managing ServiceNow workflows, tickets, resolutions, and incident, problem, and change management processes
- Ability to troubleshoot priority incidents, facilitate blameless post-mortems, and ensure permanent incident closure
- Experience using enterprise-authorized AI capabilities in production operations workflows with strong validation and data-sensitivity awareness
- Ability to review and validate AI-assisted incident recommendations before action and escalate when uncertain
- Working knowledge of a general-purpose programming language or automation scripting, preferably Python
- Knowledge of Site Reliability Engineering principles and ability to design, code, test, and deliver operational automation
- Familiarity with CA-7, Control-M, Zeke, and Job Control Language
- Experience with Netcool support in a large-scale environment
- Ability to collaborate with IBM z-Series engineering and build teams on architecture, development, stability, and continuous improvement
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Health coverage is considered comprehensive, including medical, dental, and vision, alongside wellness and mental health resources. Some locations add onsite health centers and related wellbeing support.
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Retirement Support — Retirement offerings include a 401(k)-type savings plan and related financial benefits, with options such as employee stock purchase participation. Financial planning resources are also highlighted to support long-term savings.
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Parental & Family Support — Paid parental leave of 16 weeks for birth or adoption is available for all parents. Child care and back-up child care resources further reinforce family support.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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