Lead Technology Support

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead at JPMorganChase within Corporate Technology, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services — with a focus on document and content management systems. 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. You will encourage a culture of continuous improvement, leading a team through incident resolution, infrastructure management, and the adoption of modern tooling across on-premises and cloud environments.
Job Responsibilities
Lead end-to-end application and infrastructure service delivery to enable successful business operations, with a focus on document and content management platforms
Oversee day-to-day maintenance of the firm's systems to ensure operational stability, availability, and performance across on-premises and cloud environments
Execute policies and procedures that ensure operational stability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
Analyze complex situations and trends to anticipate, troubleshoot, and resolve incidents, driving root cause analysis and ensuring full closure of issues
Monitor production environments for anomalies using observability tools such as Splunk on AWS, address issues proactively, and escalate and communicate resolutions to business and technology stakeholders through incident resolution and service restoration
Design system automation and build tools to reduce manual toil and improve the efficiency of application support workflows
Lead team adoption of enterprise-authorized AI capabilities to improve incident triage speed and consistency, including 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, and change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations
Collaborate with developers, business users, and global production management teams across all levels of seniority to drive seamless user experiences
Required Qualifications, Capabilities, and Skills
Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and 5+ years applied experience
Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows, with strong validation habits and awareness of data sensitivity
Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations
Experience managing applications or infrastructure in a large-scale technology environment, both on-premises and in public cloud environments
Proficient in observability and monitoring tools and techniques, including experience setting them up for large-scale applications and services (e.g., Splunk on AWS)
Hands-on experience with scripting or programming languages such as Java or Python, with the ability to debug production issues and build system automations
Hands-on experience with private/public cloud platforms and container orchestration technologies such as Kubernetes or equivalent
Experience executing on processes within the Information Technology Infrastructure Library (ITIL) framework, including incident management, root cause analysis, and change management
Strong understanding of infrastructure costing with the ability to apply tuning mechanisms that optimize both performance and cost efficiency
Preferred Qualifications, Capabilities, and Skills
Experience supporting document management or content management s