Technology Support Lead

Fairygodboss; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

J.P. Morgan is seeking a Technology Support Lead within Global Banking Technology to lead teams delivering end-to-end application or infrastructure service delivery for critical business operations.

You will build strong relationships with internal clients and stakeholders to support revenue-impacting issues. The role emphasizes problem anticipation, operational stability, incident management, and collaboration across regions.

Qualifications

• Experience troubleshooting IT services in large-scale environments.
• Experience managing applications or infrastructure on premises and in public cloud.
• Proficient in observability and monitoring tools and techniques.
• Experience executing ITIL-based processes.
• Familiar with AI tools and LLM integration.

Responsibilities

• Lead teams delivering end-to-end application or infrastructure service delivery.
• Anticipate and mitigate problems before they occur.
• Ensure operational stability and availability through policies and procedures.
• Monitor production environments and drive improvements in observability.
• Escalate and communicate issues to stakeholders, guiding incident resolution.
• Lead incident, problem, and change management for full stack systems.
• Drive Global Banking Service Improvement initiatives within regions.
• Review Technology Roadmaps with local leadership.
• Coordinate resources for 3rd Level support for escalations.
• Bridge technical and business teams to resolve open issues.

Skills

Troubleshooting

ITIL processes

Observability

Communication

Cloud & On-Prem

Team leadership

Stakeholder engagement

Analytical thinking

MS Office

AI integration

Tools

MS Office Suite

MS Teams

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

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

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.