Senior Tech Support Lead: Incident Response & Automation

JPMorgan Chase & Co.; Houston (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technology Support Lead within its Commercial and Investment Bank team to serve as a senior technical authority.

You will ensure stability, performance, and continuous improvement of critical platforms, guiding cross-functional teams through complex challenges for global banking operations. You will lead incident response, perform root cause analysis, and partner with engineering and infrastructure teams to embed supportability in deployments.

Qualifications

• Formal training or certification in technology support concepts and 5+ years of applied experience.
• Experience leading technology support or operations within a large-scale enterprise.
• Strong ability to diagnose and resolve issues across infrastructure, application, and network layers.
• Experience with incident management frameworks and IT service management practices.
• Proficiency in scripting or automation to streamline operational tasks.
• Hands-on experience with monitoring and observability tools.
• Proven ability to lead technical teams and collaborate cross-functionally.
• Strong communication skills for technical and non-technical audiences.

Responsibilities

• Lead the resolution of complex, high-priority technology incidents as the primary escalation point.
• Drive root cause analysis and implement permanent fixes to prevent recurrence.
• Partner with software engineering, infrastructure, and business teams to embed supportability in deployments.
• Develop runbooks, procedures, and knowledge base documentation.
• Monitor system health, performance, and capacity across platforms; address risks proactively.
• Lead and mentor a team of technology support engineers.
• Collaborate with product and engineering teams to drive automation and tooling improvements.
• Define and track key support metrics and incident trends.
• Communicate service status, risk posture, and improvements to stakeholders.

Skills

Incident management

Root cause analysis

Communication

Leadership

Collaboration

SLA/metrics

Tools

Python

PowerShell

Bash

Job description

JPMorgan Chase & Co. is seeking a Technology Support Lead within its Commercial and Investment Bank team to serve as a senior technical authority.

You will ensure stability, performance, and continuous improvement of critical platforms, guiding cross-functional teams through complex challenges for global banking operations. You will lead incident response, perform root cause analysis, and partner with engineering and infrastructure teams to embed supportability in deployments.