Technology Support Lead- Problem Management

Job Description
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead in Community Investment Bank, 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.
Job responsibilities

• Collaborate with Development and Support teams to analyze, review, and facilitate changes or efforts to reduce Mean Time to Recover (MTTR) in Production environments
• Conduct Root Cause Analyses (RCA) for incidents, ensuring thorough investigation and resolution
• Engage in technical conversations with PM and AD teams, providing insights and questioning to drive improvements
• Influence and drive best practices in Change Management, ensuring smooth transitions and minimal disruptions
• Close out Problem Tickets and Defects linked to problem tickets, ensuring timely and effective resolution
• Prepare and present monthly metrics reports on Problem Management, Change Management, Defect Management, and MTTR to global, EMEA, and APAC forums
• Monitor and report on system stability and resiliency measures, including incident frequency, resolution times, and system uptime
• Develop and implement strategies to enhance system stability and resiliency, leveraging industry best practices

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Proficiency in ITSM processes, including Change Management, Defect Management, and Problem Management
• Strong ability to influence and drive work across cross-functional teams
• Excellent problem-solving skills and the ability to conduct thorough Root Cause Analyses
• Strong communication skills, with the ability to engage in technical discussions and provide clear insights
• Experience in preparing and presenting metrics reports to diverse forums
• Ability to work independently and collaboratively in a fast-paced environment

Preferred qualifications, capabilities, and skills

• Automation skills using Python, Tableau, Alteryx, etc
• Technical familiarity with Java, Spring boot, AWS, SQL, and Unix
• Experience in a Payments Technology environment
• Familiarity with best practices in system stability and resiliency

About Us
JPMorganChase, 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 and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.