Lead a program organization to deliver measurable reliability and operational excellence outcomes across Payments Production Management.
Job Description
Embark on a transformative journey in technology risk and operational excellence at an iconic financial firm. You will help shape how critical services are delivered, improving reliability, transparency, and outcomes as we modernize how we run production. You will partner with engineering and operations leaders to turn complex initiatives into well-governed programs that drive continuous improvement.
As a Technology Support Lead at JPMorganChase within Payments Production Management team, you will build the structures and operating rhythms that translate a broad portfolio of initiatives into a cohesive transformation roadmap. You will create clarity across diverse stakeholders, establish governance tied to outcomes, and drive disciplined execution that accelerates the evolution of Production Management into a mature Site Reliability Engineering (SRE) organization.
Job responsibilities
- Establish and lead a centralized program function to structure initiatives into clearly defined programs with scope, ownership, milestones, dependencies, and success metrics
- Recruit, develop, and mentor a high-performing team of program leaders and managers to deliver programs end-to-end across the transformation portfolio
- Define scalable roles, standards, and ways of working across Payments Production Management
- Partner with Production Management and engineering leadership to shape a multi-quarter transformation roadmap aligned to reliability maturity goals and business priorities
- Implement portfolio-level governance, including intake, prioritization, sequencing, benefits tracking, and escalation to increase transparency and delivery confidence
- Consolidate fragmented efforts into coherent programs spanning reliability engineering practices, incident management maturity, observability, automation, toil reduction, capacity and performance, and release resilience
- Orchestrate cross-functional execution across engineering, infrastructure, application teams, risk and control partners, product partners, and operations to remove blockers and accelerate delivery
- Track and improve reliability outcomes using agreed performance indicators such as availability, latency, incident frequency and severity, mean time to recovery, change failure rate, toil levels, and automation coverage
- 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.
- Produce executive-ready reporting and communications that connect work to outcomes, risks, decisions, and sustained adoption
- 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
- 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Demonstrated ability to build and scale a program management organization, including team formation, operating model design, governance, and execution discipline
- Proven program and portfolio leadership with strong delivery rigor, prioritization, and benefits tracking
- Strong systems-thinking mindset and ability to drive continuous improvement through operational metrics and learning loops
- Strong understanding of IT service management and operational excellence, including incident management, problem management, observability, automation, toil reduction, reliability metrics, and service ownership
- Proven ability to create clarity out of ambiguity by structuring loosely defined initiatives into outcome-oriented programs with measurable results
- Exceptional stakeholder management and influencing skills across senior leaders and technical teams in a matrixed environment
- Strong written and verbal communication skills, including executive storytelling and concise status and risk reporting
- 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.
- Bachelor’s degree required
Preferred qualifications, capabilities, and skills
- Experience supporting enterprise-scale payments or regulated financial services environments
- Familiarity with operational metrics frameworks such as service level indicators, service level objectives, and error budgets
- Experience partnering with risk, compliance, and control stakeholders to implement change in highly governed environments
- Experience driving agile-at-scale delivery and or Lean continuous improvement practices
This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorgan Chase’s review of criminal conviction history, including pretrial diversions or program entries.
About UsWe 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 building and scaling a program management organization, including team formation, operating model design, governance, and execution discipline
- Program and portfolio leadership with delivery rigor, prioritization, and benefits tracking
- Systems-thinking mindset and ability to drive continuous improvement through operational metrics and learning loops
- Strong understanding of IT service management and operational excellence, including incident management, problem management, observability, automation, toil reduction, reliability metrics, and service ownership
- Ability to structure loosely defined initiatives into outcome-oriented programs with measurable results
- Exceptional stakeholder management and influencing skills across senior leaders and technical teams in a matrixed environment
- Strong written and verbal communication skills, including executive storytelling and concise status and risk reporting
- Experience using enterprise-authorized AI capabilities in production operations workflows with validation and data sensitivity awareness
- Ability to review and validate AI-assisted incident recommendations and escalate uncertainty
- Bachelor's degree
- Experience supporting enterprise-scale payments or regulated financial services environments
- Familiarity with service level indicators, service level objectives, and error budgets
- Experience partnering with risk, compliance, and control stakeholders in highly governed environments
- Experience driving agile-at-scale delivery or Lean continuous improvement practices
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.
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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