Technology Support Lead

Job Description
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead in Infrastructure Platforms, 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. The Change Management Process Lead will be a member of Global Change Management team under Technology Operate and Production Management Tools Product Line. The lead will work with a team of highly motivated people to develop functional goals and priorities that align with the overall product line strategy.
Job responsibilities

• Execute policies and procedures that ensure operational stability and availability
• Working with Service Now product, Engineering and Development team to design and automate controls to minimize risk.
• Organize and liaise with stakeholders to improve the change management process to help ensure the teams aligns with the executive goal of high availability.
• Manage and act as the point of contact for questions, problems, suggestions about the change management system and processes.
• Consistently looks for ways to enhance process to address areas of conflict management, release management, Operations Management, and configuration management.
• Working closely with Incident and Problem teams and understanding the interlinks for process updates.
• Working with Stakeholders to prioritize Service Now tool enhancements from process standpoint.
• Periodically review of controls and process.
• Exploring new opportunities in the modern technology stack to identify potential process uplift.
• Planning and implementing metrics liaising with LOB partners.
• Leading Audit request responses and walk through.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
• ITIL Certification.
• Expertise in product and infrastructure support, with a good understanding of core infrastructure technology (i.e., Network, Storage, Compute).
• Expertise in supporting Service Now transformational and migration activities, including functional QA and UAT testing of Service Now.
• Able to articulate in practical terms the relationship between Change, Incident and Problem as well as Request, to recommend workflows and engagements across the processes.
• Expertise in Change, Incident, Problem Management, Configuration Management Data workflows in Service Now.
• Knowledge of risk and controls landscape, ensuring company-wide standards are met.
• Experience with Release and Software Development Life Cycle.
• Experience with developing process documentation and job aids for firm-wide distribution
• Fluent in SharePoint, MS Teams, Jira, Confluence, and Excel.

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public cloud

FEDERAL DEPOSIT INSURANCE ACT:
This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase's review of criminal conviction history, including pretrial diversions or program entries.
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. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and 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
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.