Technology Support Lead

JPMorgan Chase & Co.; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

JPMorgan Chase & Co. in London is seeking a Technology Support Lead to guide technologist teams responsible for end-to-end service delivery for critical banking operations.

You will use critical thinking to oversee day-to-day maintenance, troubleshoot issues, and ensure a seamless user experience for internal clients and business partners. You will build strong relationships with stakeholders, anticipate problems, manage incidents, problems and changes, and drive improvements across global

Qualifications

• Experience troubleshooting and maintaining IT services.
• Experience with large-scale on-premises and cloud environments.
• Proficient in observability and monitoring tools.
• Familiar with ITIL processes and incident management.

Responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Anticipate and mitigate problems prior to their occurrence.
• Execute policies and procedures that ensure operational stability and availability
• Monitor production environments for anomalies and drive improvement of observability tools
• Escalate and communicate issues and solutions to business and tech stakeholders
• Lead incident, problem, and change management for full stack systems
• Drive Global Banking Service Improvement Initiatives within regions and locations
• Review Technology Roadmaps with local leadership
• Coordinate resources for 3rd Level Support for Escalations
• Build consensus between technical and business teams and resolve open issues

Skills

Troubleshooting

ITIL

Cloud & On-Prem

Observability

IT Troubleshooting

Stakeholder comms

Teamwork

Analytical thinking

MS Office tools

Tools

Word/Excel/PowerPoint

MS Teams

OneNote/OneDrive

Observability tools

Job description

As a Technology Support Lead within the Global Banking Technology, you wil lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm. 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.

You will be responsible for building strong working relationships with internal Clients and Businesses stakeholders to effectively provide support for critical issues impacting revenue.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Key to this role is the ability to anticipate and mitigate problems prior to their occurrence.
• 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 so you can identify and recommend new ideas for process improvement
• 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
• Drive Global Banking Service Improvement Initiatives within the respective regions and location(s)
• Review Technology Roadmaps with local leadership
• Identify and coordinate resources for 3rd Level Support for Escalations.
• Build consensus between the technical and business teams and bring open issues to resolution

Required qualifications, capabilities, and skills

• Significant experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services with workplace technologies
• 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
• AI skills / integration - familar with Co Pilot / LLM suite
• Strong communication skills (written and verbal) and strong client engagement skills
• Proven ability to translate technical concepts to a non-technical audience and vice versa
• The ability to work independently and in a team environment, strong organizational and interpersonal skills
• Strong analysis and troubleshooting skills
• Strong technical skills with advanced level proficiency in Word, Excel and PowerPoint, MS Teams, OneNote, OneDrive, etc.

Preferred qualifications, capabilities, and skills

• Extensive experience with Workplace Technologies
• Advanced business application and business process knowledge would be beneficial