Technology Support Lead

JPMorgan Chase & Co.; Camden Town; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global financial services firm is seeking a Technology Support Lead to manage production technology incidents and ensure application stability. The role requires strong troubleshooting skills, experience with ITIL processes, and proficiency in Python and SQL. You will liaise with various teams to enhance monitoring and drive system improvements. Join a team committed to operational excellence and client satisfaction.

Qualifications

• Applied experience in troubleshooting IT services.
• Experience managing applications in large-scale environments.
• Proficient in observability tools.
• Experience in Object-Oriented Programming / Python, Unix, SQL.

Responsibilities

• Lead teams for service delivery.
• Execute stability policies and procedures.
• Monitor production environments for anomalies.
• Communicate solutions to stakeholders.
• Manage production technology incidents to resolution.

Skills

Troubleshooting

Technical expertise

ITIL framework

Interpersonal relationship skills

Communication skills

Tools

Python

Unix

SQL

Monitoring tools

Job description

Overview

As a Technology Support Lead within the Commercial and Investment Bank's Market Technology team, you will play a crucial role in delivering day-to-day technical expertise and operational support to ensure the highest levels of production stability for all applications under your purview. You will help monitor and enhance the monitoring of the application suite, proactively addressing potential issues. Your responsibilities include managing production technology incidents to resolution, ensuring timely engagement, escalation, and effective communication with business, technology, and vendor partners. You will be a key contributor to the ongoing development of tools, frameworks, and techniques aimed at improving productivity, stability, quality, and promoting automation. Acting as a liaison to Application owners, Production owners, and GTI for strategic initiatives, you will develop and maintain strong relationships with Application Development and DevOps teams to prioritize production issues and bugs. Additionally, you will recommend system changes to minimize manual intervention in monitoring or managing system performance, stability, and availability.

Responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm


• 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


• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure


• Provide day-to-day technical expertise and operational support to obtain highest degrees of production stability for the Rates applications


• Work with Application Development (AD) teams to implement fixes and improve stability


• Help in defining capacity and resiliency requirement metrics and failover/BCP capabilities in partnership with business and AD to improve reliability, stability, and capacity management


• Help monitor and improve monitoring of the application suite and proactively fix potential issues


• Translate production issues into technical defects and work on defect management


• Manage production technology incidents to resolution, ensuring timely engagement, escalation and effective communication to business, technology, and vendor partners. Engage with project teams through the project life, more towards go-live to ensure successful delivery

Qualifications

• Applied experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services


• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud


• Proficient in observability and monitoring tools and techniques


• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework


• Experience in Object-Oriented Programming / Python, Unix, SQL is a mandate.


• Excellent interpersonal relationship / teamwork skills


• Excellent communication skills (verbal and written) in English, providing clear problem descriptions and resolutions

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting


• Practical experience with public cloud

About the company

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. 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.