Technology Support Lead

 

As an Application Support Engineer (Production Support/SRE) supporting the eTrading FICC Technology organization at JPMorganChase, you will play a pivotal, business-facing role focused on the stability and resiliency of electronic trading platforms across Fixed Income, Currencies, and Commodities (FICC). Your primary responsibilities will include providing production application support for critical eTrading services used across Asia Pacific and globally, partnering closely with Front Office, Operations, and technology teams.

You will act as the primary technology liaison for trading and operations stakeholders in Singapore, Japan, Hong Kong, and Australia, delivering business-oriented production support and driving incidents through to resolution with clear communication, disciplined execution, and strong risk awareness.

Job responsibilities

• Deliver technology application support to FICC eTrading business and operations teams across the Asia Pacific region
• Review and implement technology releases, infrastructure updates, disaster recovery exercises, and patch management for eTrading platforms
• Oversee production technology incidents, ensuring prompt engagement, escalation, and clear communication with business, technology, and vendor partners
• Troubleshoot database issues and address data/report concerns impacting trading workflows (e.g., pricing, execution, trade capture, reference/market data)
• Enhance support documentation and operational procedures (runbooks, playbooks, escalation paths)
• Collaborate within a global, follow-the-sun support model
• Serve as a Subject Matter Expert (SME) for key eTrading applications/services, maintaining global best practices and standards
• Conduct root cause analysis (RCA) after incidents, identify, track, and implement preventive actions to reduce recurrence and improve resiliency
• Contribute to the development of tools, frameworks, and techniques to boost productivity and quality in production support, applying SRE principles.
• Develop and maintain automation to improve platform reliability, reduce manual toil, and increase team efficiency
• Provide support during early APAC hours and participate in rotational weekend coverage aligned to market/trading coverage needs
• 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, skills, and capabilities

• Bachelor’s degree in Engineering, Computer Science, or Information Technology
• 10+ years of experience in application support and production management for business-critical platforms
• Proven experience in Production Support and SRE, with a solid understanding of SRE protocols and methodologies (availability, incident response, error budgets, automation/toil reduction)
• Support management skills, including designing/using monitoring dashboards, generating service KPIs, reporting on stability and performance, and monitoring logs/message buses
• Experience in technology disaster recovery planning and execution for time-sensitive services
• Demonstrated ability to lead Incident and Problem Management calls for business-critical outages, conduct post-incident analysis, and implement preventive measures
• Excellent analytical and problem-solving abilities in high-pressure, time-sensitive environments
• Capable of driving issue resolution across multiple support teams and stakeholders (Front Office, Operations, Infrastructure, vendor/third parties where applicable)
• Demonstrated experience using enterprise-authorized AI to support production operations workflows, validating AI-assisted incident recommendations before action, escalating when uncertain, and ensuring data sensitivity and operational, security, and auditability alignment
• Operating systems & scripting: Unix; Python and Linux/UNIX shell scripting
• Databases: Oracle, PostgreSQL, Cassandra
• Monitoring/telemetry & log analysis: Splunk (log analysis/monitoring), AppDynamics, Dynatrace, Grafana, ITRS Geneos
• Scheduling & cloud exposure: Control-M, Autosys; cloud platforms familiarity (AWS, Google Cloud) is advantageous
   

Preferred qualifications, capabilities, and skills

• ITIL v4 certification is a plus.
• AWS experience and certification, including familiarity with core AWS services (EC2, S3, EKS, RDS, CloudWatch), is desirable.
   

About UsJ.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
About the TeamJ.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.