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The Role
Leads global production management and technology support teams responsible for service availability, resiliency, performance, security, and operational excellence. Establishes SRE practices, observability standards, incident governance, automation, CI/CD, disaster recovery, and AWS resiliency strategies. Oversees major incident response, root-cause remediation, IAM controls, compliance evidence, capacity planning, and executive reporting. Partners across engineering, security, infrastructure, and business teams while governing safe, auditable AI use in production support workflows.
Summary Generated by Built In
Join us in a pivotal role where your deep expertise leads operational excellence in technology support, enhancing system stability and performance across full stack technologies.
As a Technology Support Director at JPMorgan Chase within the Commercial & Investment Bank's Payments Technology team, you will lead teams ensuring the operational stability, availability, and performance of our production services. Leverage your deep expertise and industry knowledge to set the strategic direction, influence the organization, and maintain and enhance all internally and externally developed systems, ensuring a seamless user experience, and fostering a culture of continuous improvement.
Job responsibilities
As a Technology Support Director at JPMorgan Chase within the Commercial & Investment Bank's Payments Technology team, you will lead teams ensuring the operational stability, availability, and performance of our production services. Leverage your deep expertise and industry knowledge to set the strategic direction, influence the organization, and maintain and enhance all internally and externally developed systems, ensuring a seamless user experience, and fostering a culture of continuous improvement.
Job responsibilities
- Leads, coach, and develop a high-performing Production Management Engineering team in Bangalore (hiring, performance management, career development, succession planning). Establishes clear team operating rhythms (shift/on-call expectations where applicable), decision rights, escalation paths, and accountability. Build a culture of operational excellence: documentation discipline, continuous improvement, and rigorous follow-through on actions.
- Drives effective stakeholder management across engineering, product, security, infrastructure, and business teams; manage competing priorities and align execution to organizational goals. Owns service availability and reliability targets (e.g., 99.999% where applicable) and define service tiers/criticality for the platform.
- Establishes and drives a reliability engineering roadmap: automation/self-healing, reduced toil, improved observability, and improved recoverability. Set production standards for monitoring, alerting, logging, runbooks, and production readiness gates for onboarding new apps/services.
- Oversees end-to-end management of production and UAT environments, ensuring availability, resiliency, performance, and security across application and infrastructure layers. Establish and monitor KPIs for production systems (availability, latency, MTTR, incident rates, change success rate, capacity/utilization, and control/compliance evidence health), using SLI/SLO frameworks to proactively prevent customer impact..
- Acts as escalation leader for Sev1/Sev2 incidents and high-risk production events; ensure rapid mobilization across global teams. Drive high-quality root cause analysis and corrective actions with measurable outcomes and verified closure.
- Leads governance forums (service health reviews, incident/problem reviews, change quality, operational risk) and provide executive-level reporting. Ensures processes and solutions adhere to regulatory requirements and internal policies, maintaining robust compliance and security standards (including IAM lifecycle controls).
- Partners with application and platform engineering leadership to improve architecture resiliency, reduce blast radius, and remove single points of failure. Evaluate cross-LOB impact of platform changes and data/process initiatives; ensure operational readiness and safe delivery. Sponsor modernization of tooling and operational analytics to improve MTTR and prevent recurrence.
- Champions automation and DevOps practices (CI/CD enablement, infrastructure-as-code, standardized release/run pipelines) to streamline operations and reduce manual intervention and toil. Stay abreast of industry trends and emerging technologies in SRE/production operations, IAM, and cloud infrastructure, recommending enhancements to production management practices. Own DR/SR/HA strategy, testing cadence, evidence capture, and outcomes; ensure documentation is current and executable. Proactively manage capacity, performance, and dependency risks through forecasting, testing, and engineered action plans.
- Leads AWS-based resiliency design and execution where applicable (multi-AZ/multi-region patterns, cloud-native scaling and recovery approaches), partnering with security to ensure cloud security best practices and risk management are embedded.
- Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.
- Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.
Required qualifications, capabilities, and skills
- 7+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services, including leadership accountability for global production environments and reliability transformation initiatives, with demonstrated delivery in highly regulated environments and on cloud (AWS) and IAM-critical platforms.
- Demonstrated experience leading safe use of enterprise-authorized AI capabilities within the work environment within production support workflows, including validation practices and awareness of data sensitivity.
- Ability to define review/approval and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes.
- Executive-grade written and verbal communication; calm, decisive leadership during major incidents. Demonstrated ability to lead large-scale, complex production environments in a fast-paced organization; ability to drive strategic initiatives and manage competing priorities effectively.
- Strong collaboration skills to work with technical experts, key stakeholders, and team members to resolve complex problems.
- Strong understanding of Linux-based platforms, web/app architectures, and distributed system reliability patterns. Expertise in observability practices and tools (logs/metrics/traces, alert design, dashboards; e.g., Splunk/Geneos/Dynatrace/Grafana/ServiceNow), including configuration/integration and metric analysis across application and infrastructure layers.
- Proven knowledge of site reliability culture and principles, including use of SLIs/SLOs to drive proactive operations and reliability improvements. Extensive experience with AWS architecture and services (e.g., EC2, IAM, S3, Lambda, CloudFormation) and cloud security best practices; strong understanding of cloud security principles, compliance frameworks, and risk management.
- Proven expertise in Identity and Access Management (IAM), including onboarding/support strategy, policy design, implementation, and audit; familiarity with IAM platforms/tools such as ForgeRock and Ping Identity.
- Proficiency in at least one programming language such as Python or Java/Spring Boot, plus strong command of Linux scripting for day-to-day operational enablement and automation. Experience with automation tooling. DevOps methodologies, and CI/CD pipelines; familiarity with enterprise scheduling/orchestration tools such as Autosys or Control-M.
- Demonstrated experience leading safe use of enterprise-authorized AI capabilities within the work environment within production support workflows, including validation practices and awareness of data sensitivity.
- Ability to define review/approval and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes.
Preferred qualifications, capabilities, and skills
- Familiarity with container and container orchestration technologies such as Docker, ECS, and Kubernetes.
- Familiarity with troubleshooting common networking technologies and issues, plus internet security/network fundamentals.
- Familiarity with databases and messaging/integration technologies.
Skills Required
- 7+ years of experience troubleshooting, resolving, and maintaining IT services, including leadership accountability for global production environments.
- Experience delivering reliability transformation initiatives in highly regulated environments.
- Experience with AWS cloud platforms and IAM-critical systems.
- Experience leading safe use of enterprise-authorized AI in production support workflows.
- Ability to define review, approval, and escalation expectations for AI-assisted recommendations.
- Executive-level written and verbal communication and major incident leadership experience.
- Experience leading large-scale, complex production environments and strategic initiatives.
- Strong understanding of Linux platforms, web and application architectures, and distributed-system reliability patterns.
- Expertise with observability practices, including logs, metrics, traces, alerting, dashboards, configuration, and metric analysis.
- Knowledge of SRE principles and use of SLIs and SLOs.
- Extensive AWS architecture and services experience, including EC2, IAM, S3, Lambda, and CloudFormation.
- Knowledge of cloud security, compliance frameworks, and risk management.
- Expertise in Identity and Access Management, including policy design, implementation, onboarding, support, and audit.
- Familiarity with ForgeRock and Ping Identity.
- Proficiency in Python or Java with Spring Boot, plus Linux scripting.
- Experience with automation tooling, DevOps methodologies, and CI/CD pipelines.
- Familiarity with Autosys or Control-M.
- Familiarity with Docker, ECS, and Kubernetes.
- Familiarity with networking, internet security, and network fundamentals.
- Familiarity with databases and messaging or integration technologies.
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 — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
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The Company
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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