Technology Support Director, Risk Engagement

JPMorganChase; Greater London; On-site; GBP 120,000 - 160,000; Full time

Job summary

J.P. Morgan is seeking a Technology Support Director, Risk Engagement in Infrastructure Platforms Client Solutions to steer technology risk strategies, align digital transformation with regulatory expectations, and safeguard the firm’s objectives across complex, multi-cloud environments.

You will lead AI governance for incident, problem and change workflows, drive root-cause analysis, coordinate across product, engineering, cyber and risk teams, and shape policies that ensure resilience,

Qualifications

• Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and advanced applied experience.
• Demonstrated experience leading safe use of enterprise-authorized AI capabilities within production support workflows, including validation practices and awareness of data sensitivity.
• Ability to define review/approval and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes.
• Experience analysing complex application or infrastructure issues in large-scale on-premises and public-cloud environments, including dependencies across multiple technology domains.
• Proficient in using observability, monitoring and diagnostic information to identify patterns, test hypotheses and support root-cause analysis across distributed technology environments.
• Experience working in a client-facing technology role, translating business and application priorities into infrastructure requirements and outcomes.
• Ability to coordinate complex initiatives across business, product, engineering, operations, cyber and risk stakeholders.
• Demonstrated experience in executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Responsibilities

• Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.
• Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.
• Advises on complex, cross-domain incident, problem and change management challenges, identifying process weaknesses, recurring failure patterns and opportunities to improve operational resilience across Infrastructure Platforms.
• Uses observability, monitoring and diagnostic information to analyse significant, recurring or cross-domain issues, test root-cause hypotheses and help accountable teams define sustainable remediation.
• Leads focused technical investigations into significant, recurring or cross-domain issues, using support engineering expertise to establish root cause, identify patterns and determine the teams and actions required for sustainable resolution.

Skills

AI governance

Risk management

Regulatory compliance

Incident management

Root-cause analysis

Stakeholder coordination

Leadership

Production support

Cybersecurity basics

Client-facing communication

Tools

ITIL framework

Job description

Job Description

Embark on a transformative journey in technology risk management at an iconic financial firm. In this pivotal role, you'll strategize and implement innovative risk solutions, ensuring digital transformation aligns with regulatory compliance and the firm's objectives.

Embark on a transformative journey in technology risk management at an iconic financial firm. In this pivotal role, you'll strategize and implement innovative risk solutions, ensuring digital transformation aligns with regulatory compliance and the firm's objectives. As a Technology Support Director, Risk Engagement in Infrastructure Platforms Client Solutions (IPCS), you will expertly navigate complex regulatory landscapes and cultivate digital transformation while ensuring compliance with the firm's risk appetite. Your expertise in technology risk management and cybersecurity will be pivotal in strategizing and overseeing collaborations with various stakeholders, providing strategic recommendations, and influencing risk management and mitigation. Your strategic decision-making and leadership skills will enable you to develop and implement innovative policies and processes that are in line with the firm's objectives and regulatory requirements.

Job Responsibilities

• Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.
• Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.
• Advises on complex, cross-domain incident, problem and change management challenges, identifying process weaknesses, recurring failure patterns and opportunities to improve operational resilience across Infrastructure Platforms.
• Uses observability, monitoring and diagnostic information to analyse significant, recurring or cross-domain issues, test root-cause hypotheses and help accountable teams define sustainable remediation.
• Leads focused technical investigations into significant, recurring or cross-domain issues, using support engineering expertise to establish root cause, identify patterns and determine the teams and actions required for sustainable resolution.
• Required qualifications, capabilities, and skills
• Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and advanced applied experience
• Demonstrated experience leading safe use of enterprise-authorized AI capabilities within the work environment within production support workflows, including validation practices and awareness of data sensitivity.
• Ability to define review/approval and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes.
• Experience analysing complex application or infrastructure issues in large-scale on-premises and public-cloud environments, including dependencies across multiple technology domains.
• Proficient in using observability, monitoring and diagnostic information to identify patterns, test hypotheses and support root-cause analysis across distributed technology environments.
• Experience working in a client-facing technology role, translating business and application priorities into infrastructure requirements and outcomes.
• Ability to coordinate complex initiatives across business, product, engineering, operations, cyber and risk stakeholders.
• Demonstrated experience in executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

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.