Mainframe Technology Support Lead

JPMorganChase; Columbus (OH); On-site; USD 110,000 - 180,000; Full time

Job summary

JPMorganChase is seeking a Technology Support Lead to drive critical infrastructure operations within our Mainframe and Mid-Range Compute Site Reliability and Engineering team. You will guide end-to-end service delivery, partner with stakeholders, and push for stability, availability, and innovation across a globally distributed environment, with a culture that values experimentation and learning.

You will lead incident resolution, coordinate change management, and mentor teams in a

Qualifications

• Formal training or certification in technology support concepts with 5+ years of experience.
• 8+ years operating and managing IBM z-Series environments.
• Proven leadership of operational and site reliability teams in a 24x7 environment.
• Strong understanding of infrastructure architecture: servers, storage, network, DB, apps.
• Experience with IBM CSM and GDPS replication technologies.
• Familiarity with incident, problem, and change management processes (ServiceNow).
• Knowledge of security standards including SSH, IMS, CICS, DB2, WebSphere.

Responsibilities

• Lead teams delivering end-to-end infrastructure or service delivery for critical operations.
• Maintain 24x7 production stability and availability.
• Monitor production for anomalies and drive observability tooling adoption.
• Escalate and communicate issues to stakeholders during incidents.
• Lead incident, problem, and change management activities.
• Facilitate bridge calls with large cross-functional groups.
• Administer Mainframe components; ensure health and performance.
• Promote AI-assisted practices with validation and data sensitivity controls.
• Drive resiliency and security through continuous improvement.

Skills

Leadership

SRE

Incident management

Communication

Automation

Education

Formal training or certification in technology support

Tools

IBM z-Series

HMC

ServiceNow

CA-7

Control-M

Zeke

JCL

Job description

Job Description

Are you passionate about solving complex technology challenges at scale? At JPMorganChase, we offer you the opportunity to lead critical infrastructure operations that power some of the world's most important financial services — and to grow your career alongside some of the brightest minds in the industry.

Job Description

Are you passionate about solving complex technology challenges at scale? At JPMorganChase, we offer you the opportunity to lead critical infrastructure operations that power some of the world's most important financial services — and to grow your career alongside some of the brightest minds in the industry.

As a Technology Support Lead at JPMorganChase as part of our Mainframe and Mid-Range Compute Site Reliability and Engineering team, you will apply your depth of knowledge and expertise across all aspects of infrastructure support and the software development lifecycle. You'll partner continuously with stakeholders to stay focused on common goals, driving stability, availability, and innovation across a globally distributed environment. We embrace a culture of experimentation and constantly strive for improvement and learning — you'll work in a collaborative, trusting, thought-provoking environment that encourages diversity of thought and creative solutions in the best interests of our customers, globally.

Job 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 across a 24x7 production environment
• Monitor production environments for anomalies, address issues, and drive the evolution and utilization of standard observability tools
• Escalate and communicate issues and solutions to business and technology stakeholders, actively participating from incident resolution through service restoration
• Lead incident, problem, and change management in support of full-stack technology systems, applications, and infrastructure
• Host and facilitate bridge calls, communicating effectively with large groups of individuals across all levels of the organization
• Administer and troubleshoot Mainframe-related components, ensuring continuous operational health and performance
• 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.
• 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

• Formal training or certification on technology support concepts and 5+ years applied experience
• 8+ years of experience operating and managing IBM z-Series environments
• Demonstrated leadership of operational and site reliability engineering teams in a 24x7 support environment, including all aspects of people management
• Strong understanding of infrastructure architecture including servers, storage, network, database, and application components
• Extensive knowledge of replication technologies such as IBM CSM and GDPS
• Expertise in administering z-Series and Hardware Management Console (HMC), including firmware and microcode upgrades
• Demonstrated understanding of security standards including working knowledge of SSH protocol, transaction-based systems, IMS, CICS, DB2, and WebSphere
• Experience managing ServiceNow, including workflow, ticket, and resolution management across a global 24x7 environment, with demonstrated expertise in incident, problem, and change management processes
• Ability to troubleshoot priority incidents, facilitate blameless post-mortems, and ensure permanent closure of incidents
• 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.

Preferred Qualifications, Capabilities, And Skills

• Working knowledge of one or more general-purpose programming languages and/or automation scripting, with practical experience in Python development
• Knowledge of Site Reliability Engineering principles — including the ability to design, code, test, and deliver software to automate manual operational work
• Familiarity with multiple batch scheduling tools, notably CA-7, Control-M, and Zeke, along with a solid working knowledge of Job Control Language (JCL)
• Experience with Netcool support in a large-scale environment
• Demonstrated ability to engage with IBM z-Series engineering and build teams on architecture, development, stability, and continuous improvement to advance product vision and satisfy customer needs

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

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.