Technology Support Lead

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 a...