Technology Support Lead, Major Incident Manager

**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 Infrastructure Platforms (IP), 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.

The role will require coverage on a shift basis including weekends.

**Job responsibilities**
- Execute policies and procedures that ensure operational stability and availability
- 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
- Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
- Contribute ideas to evolve our processes, working practices and stakeholder relationships
- Establish strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues

**Required qualifications, capabilities, and skills**
- Formal training on certification on relevant concepts and 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Bachelor’s degree in Computer Science or equivalent
- Proficient in observability and monitoring tools and techniques
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Ability to multitask in a fast-paced environment utilizing multiple tools
- Ability to exercise sound judgment and decision-making under pressure
- Proven ability to collaborate and build relationships with other leaders to advocate for the needs of the organization
- Proven analytical, problem solving, coaching and situational leadership skills
- Excellent verbal and written communication and able to engage senior stakeholders with appropriate levels of detail
- Demonstrate sound knowledge of Financial Services technologies and business flows

**Preferred qualifications, capabilities, and skills**
- Working knowledge in one or more general purpose programming languages and/or automation scripting
- Knowledge of ServiceNow, AWS & Azure Cloud Technologies
- ITIL Foundation Certified

**ABOUT US**

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

**ABOUT THE TEAM**

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.