Technology Support Lead

Overview

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Corporate technology team, CTO office, you will ensure the operational stability, availability, application support management, and performance of our production application flows. You will troubleshoot, maintain, identify, escalate, and resolve production service interruptions and user support requests for Engineers Platform & Services, aiming for a seamless user experience. Critical thinking in resolving day-to-day user support and incident management will be key to your success as you navigate tasks related to identifying, troubleshooting, and resolving issues.

• Provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Proactively monitor production environments for anomalies, mitigate issues, and drive evolution and utilization of standard observability tools, aiming to improve MTTD/MTTR
• 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
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Collaborate with engineering, product, security, and business teams to align production management initiatives with organizational goals
• Establish and monitor key performance indicators (KPIs) for production systems, driving proactive incident management and root cause analysis
• Collaborate with technical experts, key stakeholders, and team members to resolve complex problems
• Champion automation and Dev Ops practices to streamline operations and reduce manual intervention and toil
• Understand service level indicators and utilize service level objectives to proactively resolve issues before they impact customers
• Stay abreast of industry trends and emerging technologies, recommending enhancements to production management practices

• 8+ years of professional experience in a large-scale technology enterprise or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Hands-on experience working with CI/CD tools in a globally distributed hybrid environment (Cloud & On-premise) using Git/Bit Bucket/Github, Artifactory, Jenkins, etc.
• Excellent problem-solving skills and the ability to conduct thorough Root Cause Analyses and engage with AD teams
• Experience with Unix/Linux platforms and cloud platforms such as AWS, Azure, or GCP
• Support knowledge of containerization & orchestration technologies (e.g., Docker and Kubernetes)
• In-depth knowledge of monitoring and observability tools such as Geneos, Dynatrace, Grafana, Elasticsearch, and Splunk, including configuration, integration, and analysis of application and infrastructure metrics
• Demonstrated success in leading large-scale, complex production environments in a fast-paced organization
• Proficient in site reliability engineering culture and principles and familiarity with implementing site reliability within an application or platform
• Familiarity with container orchestration such as ECS, Kubernetes, Docker, and Cloud Foundry
• Proficient in at least one programming language such as Python, Java/Spring Boot, or .NET

• Bachelor’s degree in Computer Science, Information Systems, or related field
• Experience executing ITIL-based processes
• Practical experience with supporting/building public cloud, Kubernetes, and Docker

JPMorgan Chase, 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…