Technology Support Lead

JPMorganChase; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

JPMorganChase is seeking a Technology Support Lead in the Environment Experience team within Consumer & Community Banking to drive operational stability, availability, and performance of pre-production services. You will lead technologist teams, oversee incident resolution, and implement AI-assisted observability and remediation strategies to ensure seamless user experiences.

The role requires strong experience in IT operations, cloud and on‑prem environments, and proficiency with tools like

Qualifications

• 5+ years of experience troubleshooting IT services.
• Experience using enterprise AI capabilities in production environments.
• Ability to review AI-assisted incident recommendations with validation and security awareness.
• Experience managing applications or infrastructure in large-scale environments (on‑prem and cloud).
• Proficient in observability tools and ITIL processes.

Responsibilities

• Lead teams delivering end-to-end service for business operations.
• Create dashboard and provide observability with Splunk, Dynatrace, Grafana, etc.
• Lead AI-enabled incident triage and ensure data sensitivity and validation.
• Execute ITIL-aligned incident, problem, and change management processes.
• Monitor pre-production environments for anomalies and coordinate issue resolution with stakeholders.
• Apply AI-assisted practices to detect recurring issues and validate remediation actions.

Skills

IT troubleshooting

AI in prod ops

Observability & monitoring

ITIL processes

Cloud and on-premises

Python programming

Incident management

Tools

Splunk

Dynatrace

Grafana

Job description

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 Environment Experience team within Consumer & Community Banking, you will play a lead role in ensuring the operational stability, availability, and performance of our pre- 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.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Creating Dashboard and Providing End to End Observability Solution with help of Chase approved tool like Splunk , Dynatrace, Grafana etc.
• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.
• Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Monitor pre-production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalation and communicate issues to business and technology stakeholders through incident resolution and service restoration
• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.
• 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

Preferred qualifications, capabilities, and skills

• Experience to AWS Technology like EC2, ECS, EKS, Lambda, ALB,NLB, S3
• Creating Dashboard with help of Chase approved tool like Splunk , Dynatrace, Grafana etc.
• Experience to Python OR any Programming Language
• Experience of automating repetitive task with help of using MCP, and AI tools is a Plus
• Troubleshooting experience in Micro-service Environment
• Leading a P2 Bridge with Multiple Stakeholders towards resolution