Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Remote Access Technology Support Lead in the Corporate Sector- Employee Platforms, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. You will own the service health of the platforms that let a global workforce connect securely to virtual desktops and applications from anywhere.
Job Responsibilities
- Own technical support and service health for global remote access and virtual desktop services, including incident command, triage, and restoration for high-severity events affecting workforce connectivity
- Run problem management end to end, driving root cause to permanent fix, retiring repeat incidents, and maintaining the known-error and runbook content relied on by global service desks and regional operations teams
- Serve as the senior technical escalation point with platform vendors and with identity, network, security engineering, and data center operations partners, holding defect resolution and vulnerability remediation to committed windows
- Define the monitoring, session telemetry, and user-experience measurement needed to detect launch failures, latency, and session quality degradation ahead of user impact, and publish service health and trend reporting to technology and business leadership
- Govern operational readiness for platform change, including certificate and firmware lifecycle, software upgrades, and capacity events, with defined entry criteria, rollback, and post-change validation
- Lead 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
- Apply 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
- 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Demonstrated experience in enterprise infrastructure support or service operations for remote access, virtual desktop, or network platforms at global scale in a regulated environment
- Deep hands-on troubleshooting across the full access path, including gateways and load balancers, authentication and federation, session brokers, virtual desktop agents, and client software on managed and unmanaged devices
- Strong working knowledge of application delivery controllers and access gateways, such as Citrix NetScaler and Omnissa UAG (Horizon), covering virtual server configuration, SSL and TLS profiles, authentication policy, and session settings
- Hands-on support experience with enterprise virtual desktop platforms, such as Citrix and Omnissa Horizon, including brokers, connection servers, pods, and session delivery protocols
- Demonstrated ownership of major incident and problem management in a 24x7 follow-the-sun model, with evidence of measurable reduction in incident volume or time to restore
- Experience in Cloudflare or Akamai
- Proficiency with scripting and automation in PowerShell, Python, or equivalent, and with log, trace, and telemetry analysis tooling
- 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
- Familiarity with SAML federation, multi-factor authentication, and device posture enforcement in the sign-in path
- Experience supporting a diverse endpoint population, including thin clients, Windows, macOS, mobile, and browser-based access
- Experience with zero-trust access services or cloud-delivered security gateways fronting internally hosted applications
- Experience using synthetic transaction monitoring and end-user experience platforms to drive service improvement
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
- 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Experience in enterprise infrastructure support or service operations for remote access, virtual desktop, or network platforms at global scale in a regulated environment
- Hands-on troubleshooting across gateways, load balancers, authentication, federation, session brokers, virtual desktop agents, and client software
- Working knowledge of application delivery controllers and access gateways such as Citrix NetScaler and Omnissa UAG
- Hands-on support experience with Citrix and Omnissa Horizon virtual desktop platforms
- Experience owning major incident and problem management in a 24x7 follow-the-sun model
- Experience with Cloudflare or Akamai
- Proficiency with PowerShell, Python, or equivalent scripting and automation, plus log, trace, and telemetry analysis tools
- Experience using enterprise-authorized AI capabilities in production operations workflows
- Ability to validate AI-assisted incident recommendations before action and align outcomes with operational, security, and auditability expectations
- Familiarity with SAML federation, multi-factor authentication, and device posture enforcement
- Experience supporting thin clients, Windows, macOS, mobile, and browser-based access
- Experience with zero-trust access services or cloud-delivered security gateways
- Experience using synthetic transaction monitoring and end-user experience platforms
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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