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 IT Support organization, 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.
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 policies and procedures that ensure operational stability and availability
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Ensure responsibility for high-quality, consistent, and accurate incident and process-related data.

Required qualifications, capabilities, and skills

• Bachelors degree
• Formal training or certification on technology support concepts and 5+ years applied experience troubleshooting, resolving, and maintaining information technology services
• 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
• Knowledge and understanding of Incident Management best practices, skills, and tools
• Excellent communication skills (both written and oral), with the ability to demonstrate confidence with senior technology and business management and possess the ability to influence others across all contributing teams and disciplines
• Strong team player with the ability to foster relationships from both a business and technical perspective
• Has exceptional coaching abilities that foster top talent and promote a culture of excellence
• Communicates and drives the strategic direction of the firm, delivering technology solutions that meet internal and external needs
• Prioritizes customer experience, reviewing feedback, hosting customer forums and focus groups to proactively address the needs of the customer
• Drives performance and develops teams: recruit diverse talent, run disciplined performance reviews, and regularly collaborate and check-in on priorities, to help elicit key results
• Has strong analytical, organization, and decision-making skills
• Proven track record of leadership roles in 24x7 operational support teams
• A proven leader and team builder, with the ability to work cross team, cross site, cross geography and deliver positive results

Preferred qualifications, capabilities, and skills

• ITIL Expert
• General understanding of Financial Services and key drivers of business performance.
• Experience with ServiceNow
• Knowledge of performance metrics and reporting, technical problem resolution and risk management
• Experience gathering and analyzing data to effect meaningful change in areas that need improvement
• MBA or graduate degree

About Us
J.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.
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.
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.