Technology support lead

Job Description
Join our team and lead the charge in transforming production stability at JPMorgan Chase, where your problem-solving expertise drives innovation and reliability in a collaborative, high-impact environment.
As a Problem Manager at JPMorgan Chase within the Problem Management Team, you'll have the opportunity to influence production stability by contributing to the core problem management functions of Engage, Improve, Plan, and Measure. You'll play a key role in transforming this domain and our services to enhance their scalability and reliability.
You'll collaborate with a dedicated team to deliver top-tier root causes and incident response analysis, to identify and complete repair items, and to cultivate a blameless learning culture to help modernize our application services. You'll lead the charge in Problem Management conversations with precise investigation and urgency. You will partner with Site Reliability and Application Development Engineers to research production incidents, developing your post-incident analysis. Throughout the Problem Management lifecycle, you will communicate status and progress, completing the feedback loop with senior leadership. Your commitment to follow through will ensure incidents are thoroughly addressed and preventative measures are implemented to avoid recurrence.
Job Responsibilities

• Perform root cause analysis (RCA) on major impacting incidents, as well as standard incidents with potential for impact, ensuring root cause and tactical/strategic actions are identified.
• Coordinate, convene, and facilitate major problem review meetings across the North America region, and other regions where needed.
• Proactively analyze and define problem areas, developing strategic efforts across all levels of priority/severity. Apply RCA lessons learned across the technology environment.
• Partner with business resources and develop actions to eliminate recurrence on "business-owned" incidents.
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently.
• Ensure the problem records are accurate and progress through the Problem Management process in a timely and prioritized fashion.
• Manage and maintain information in the ServiceNow tool and other artifacts as necessary.
• Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives in an agile approach.
• Drive continuous improvement initiatives and implement best practices in Problem Management.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
• Experience managing Root Cause Analysis (RCA) in a system of record such as Service Now.
• Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
• Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
• Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
• Ability to influence and lead technical conversations with various application support groups that include technical leaders, IT professionals, developers, and architects.
• Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
• Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
• Understanding of observability and monitoring tools and techniques.
• Excellent communication, technical writing, presentation, and relationship management skills.

Preferred Qualifications, Capabilities, and Skills

• Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
• Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
• Practical experience with public cloud.
• ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.