Technology Support Lead - Digital Channels Escalation Support

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

As a Technology Support Lead in our Digital Channels Solution Center group, 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.

This group provides 24/7 support to payments clients that leverage digital, end-to-end solutions that help them manage their business and working capital.

In this role you will focus on leading the support for complex integrated and connected solutions including APIs that create seamless connected experiences, Transmissions, ACH, H2H, JPMorgan Wallet, a scalable virtual sub-ledger solution, and Concourse and Embedded solutions that simplify the payables process for our clients.

Job responsibilities


* Provide oversight of global resources (managers and individual contributors) that perform service and operational activities, ensuring allocated work is completed and managed appropriately, meeting and exceeding KPIs.


* Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm


* Serve as a Global point of contact for incident and single client escalations within the Digital Channels space.


* Execute policies and procedures that ensure operational stability and availability


* Serve as an escalation point of contact and incident manager for critical client issues or platform outages, interfacing directly with clients as needed.


* 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

Required qualifications, capabilities, and skills


* 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services


* 5+ years of experience in client and technical support


* 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


* Ability to communicate and interact with senior level management and translate complex requirements into simple guidance


* Analyze, interpret, and create visualizations in orde...