As a Technology Support Lead in Infrastructure Platforms team, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm’s systems 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.
You’ll be responsible for stakeholder communication and client relationship management. You’ll use critical thinking to establish the team’s functional goals and set priorities and objectives that align with our overall strategy. You’ll coach, manage and mentor people, both in-house and in collaboration with our talented and dedicated problem-solving technologists across the JPMorgan Chase & Co. global network.
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 and support Firmwide published policies and standards, partnering with Enterprise Technology stakeholders and the Firmwide Resiliency Office to ensure consistent governance and adherence.
- Monitor and triage disruption events for impact to Enterprise Technology staff, sites, processes and functions; manage timely stakeholder communications, escalation and coordination; invoke recovery strategies and the crisis management process where required; and support return to Business As Usual (BAU) once impacts are stabilized and recovery actions are complete.
- Participate in Firmwide Simulation Utility (FSU)-led annual events to validate end-to-end resilience of recovery plans supporting Essential Services, including alignment to defined impact tolerances.
- Actively support simulated technology crisis exercises requiring recovery of all in-scope applications in a data center, using established Incident Management and Crisis Management processes.
- Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
- Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration
- 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.
- Formal training or certification or 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- 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.
- Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Proficient in observability and monitoring tools and techniques
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Experience in business resiliency, crisis management, operational risk, or global security/intelligence functions
- Demonstrated ability to make data-driven, time-sensitive decisions across the end-to-end incident/crisis lifecycle
- Strong global stakeholder management skills; proven ability to build relationships with both business and technical teams
- Calm, detail-oriented execution under pressure; able to manage multiple priorities and deliver accurate outputs
- Clear, audience-appropriate written and verbal communication, including concise escalation of critical issues
- CI certification (CBCI) preferred; in-date certification a plus
- Self-starter with a continuous-improvement mindset; able to translate observations into practical, process-based recommendations
Skills Required
- Formal training or certification, or 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Experience using enterprise-authorized AI capabilities 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 and escalate when uncertain
- Experience managing applications or infrastructure in large-scale on-premises and public cloud technology environments
- Proficiency in observability and monitoring tools and techniques
- Experience executing processes within the ITIL framework
- Experience in business resiliency, crisis management, operational risk, or global security/intelligence functions
- Ability to make data-driven, time-sensitive decisions across the end-to-end incident and crisis lifecycle
- Strong global stakeholder management and relationship-building skills with business and technical teams
- Calm, detail-oriented execution under pressure while managing multiple priorities and accurate outputs
- Clear, audience-appropriate written and verbal communication, including concise escalation of critical issues
- CBCI certification
- Continuous-improvement mindset with the ability to translate observations into practical process-based recommendations
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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