Technology Support Lead

Job description

As a Technology Support Lead at JPMorgan Chase within the Commercial and Investment Bank team, you will serve as a senior technical authority responsible for ensuring the stability, performance, and continuous improvement of critical technology platforms that support global banking and markets operations. You will bring deep technical expertise and a solutions-driven mindset to complex support challenges, directly enabling the firm's ability to serve clients and execute at scale.

This is a unique opportunity to lead at the intersection of technology and financial services — where your contributions have real, measurable impact on the business every day.

Job responsibilities

• Lead the resolution of complex, high-priority technology incidents, serving as the primary escalation point and ensuring timely communication to stakeholders throughout the incident lifecycle
• Drive root cause analysis and problem management processes, translating findings into permanent fixes and preventative measures that reduce recurring issues
• Partner with software engineering, infrastructure, and business teams to ensure supportability is embedded into new technology deployments and platform changes
• Develop and maintain runbooks, operational procedures, and knowledge base documentation to improve team efficiency and consistency of service delivery
• Monitor system health, performance, and capacity across supported platforms, proactively identifying and addressing risks before they impact operations
• Lead and mentor a team of technology support engineers, providing technical guidance, coaching, and career development support
• Collaborate with product and engineering teams to advocate for operational improvements, automation opportunities, and tooling enhancements that reduce toil
• Define and track key support metrics, including mean time to resolution and incident trends, using data to drive continuous service improvement
• Engage directly with business stakeholders and technology partners to communicate service status, risk posture, and improvement initiatives Required qualifications, capabilities, and skills Formal training or certification on technology support concepts and 5+ years applied experience
• Demonstrated experience leading technology support or operations functions within a large-scale, complex enterprise environment
• Strong proficiency in diagnosing and resolving issues across infrastructure, application, and network layers in a production setting Experience with incident management frameworks and IT service management practices, including ticketing and escalation workflows
• Proficiency in scripting or automation (e.g., Python, PowerShell, or Bash) to streamline operational tasks and reduce manual effort Hands-on experience with monitoring and observability tools for proactive system health management and alerting
• Proven ability to lead technical teams and drive cross-functional collaboration to resolve complex issues under pressure
• Strong communication skills with the ability to translate technical concepts clearly for both technical and non-technical audiences Preferred qualifications, capabilities, and skills Experience supporting trading, markets, or banking technology platforms within a financial services environment
• Familiarity with cloud platforms and containerized environments (e.g., AWS, Azure, Kubernetes) in a support or operations capacity
• Knowledge of change management and release management processes within regulated enterprise environments Experience implementing automation and self-healing capabilities to improve platform resilience and reduce operational overhead Relevant industry certifications such as ITIL, AWS, or equivalent technology support credentials