Technology Support Lead - Technology Production Management

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support Lead in the Commercial & Investment Bank, Technology Production Management team, you will be responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space. You will be promoting and delivering business results, merchant engagement, and operational efficiencies. You will also collaborate with internal business partners to enhance service delivery to merchants and promote major initiatives in collaboration with Senior Executive leaders. This role provides an opportunity to manage risks, lead major projects, and create a positive employee experience while prioritizing business results.
Job Description:
This role is responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space. The role encompasses supporting merchant level complex research issues across multiple Merchant Services Payment Processing platforms. Additionally, the role is also responsible for driving and delivering business results, merchant engagement as well as developing and implementing operational efficiencies and collaborating with internal business partners to enhance service delivery to merchants.
The candidate will be responsible for driving major initiatives in collaboration with Senior Executive leaders in the Relationship Management, Client Onboarding and Service, Technology and Product organizations as well as other areas of operation within Merchant Services. This role is a Senior People Manager role whose
Responsibilities include:

• This role is responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space.
• Lead a team of Issues Management Analysts in support of merchant level complex research issues
• Manage day to day performance of the team including handling escalations and other critical issues
• Function as a liaison and escalation point with various internal partners including Relationship Managers, Technology, Client Onboarding and Service and other areas of operation within CIB as well as merchants
• Assess, identify, recommend and implement enhancements to improve operational effectiveness and service delivery to our merchants
• Present updates and solutions in a concise manner to Senior Managers, Business Partners and to Senior Executive leadership on short notice
• Understand and effectively manage risks in the environment
• Analyze team quality performance trends including identifying opportunities for improvement and recommended changes
• Lead major projects and process improvement initiatives in the Production Management - Issues Management space
• Create a positive employee experience while prioritizing business results and managing risks and controls. Revise the heading to 'Job responsibilities

Required qualifications, capabilities and skills:

• 5+ years Merchant Services specific experience or similar operational experience
• 5+ years of experience or equivalent expertise troubleshooting and resolving business issues
• Minimum 3+ years of management or equivalent experience
• Demonstrated Intermediate-to-expert proficiency with Relational Database Management tools and SQL
• Experience leading and developing Associate Level staff functions
• Superior problem solving and analytical skills
• Strong written communication Skills
• Demonstrated Executive presence and presentation skills
• Intermediate-to-expert proficiency with Microsoft Excel and PowerPoint
• Experience working with Controls and Audit

Preferred Qualifications, Capabilities and Skills:

1. Bachelor's Degree or equivalent
2. Intermediate-to-expert proficiency with AWS related tools including Snowflake, OpenSearch and CloudWatch
3. Experience with Generative Artificial Intelligence (GEN/AI) and Large Language Models (LLMs)
4. Merchant facing experience

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.