Technology Support Lead, Incident Management

5 days ago

Singapore JPMorganChase Full time

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

As a Technology Support Lead in Corporate and Investment Banking (CIB) Technology - Incident Management team. 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**
- Drive the technical recovery bridge (provide command & control service) to manage all diagnostic and resolution activities.
- Identify all resources needed to resolve the incident, including those from JPMC partners, external vendors, and JPMC lines of business.
- Execute policies and procedures that ensure operational stability and availability.
- Escalate and communicate issues and solutions to the business and technology stakeholders.
- Ensure responsibility for high-quality, consistent, and accurate incident and process-related data.
- Participate in post-incident reviews and problem management activities.
- Contribute proactively to improvement activities during incident downtime. This includes automation, toil reduction, process reviews.

**Required qualifications, capabilities, and skills**
- Formal training or certification on technology support concepts and 5+ years applied experience troubleshooting, resolving, and maintaining information technology services.
- Bachelor’s degree in computer science or equivalent
- Broad understanding of technology frameworks across cloud, distributed, midrange, and mainframe technologies.
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Proficient in observability and monitoring tools and techniques
- Knowledge and understanding of Incident Management best practices, skills, and tools.
- Excellent communication skills (both written and oral), with the ability to demonstrate confidence with senior technology and business management and possess the ability to influence others across all contributing teams and disciplines.
- Strong team player with the ability to foster relationships from both a business and technical perspective.
- Monthly weekend out of hours coverage is anticipated as part of this role

**Preferred qualifications, capabilities, and skills**
- Working knowledge in one or more general purpose programming languages and/or automation scripting. Python is preferred.
- ITIL Expert
- General understanding of Financial Services and key drivers of business performance.
- Experience with ServiceNow, Tableau and Alteryx

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