Tech Support Lead: Platform Reliability & Incidents

JPMorganChase; Houston (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

JPMorgan Chase is seeking a Technology Support Lead in Houston to act as a senior technical authority ensuring stability, performance, and continuous improvement of critical platforms supporting global markets operations.

You will lead complex incidents, drive root cause analysis, partner with engineering and operations, and mentor a team of engineers to improve service delivery and reduce toil.

Qualifications

• 5+ years of technology support or operations experience in a large enterprise.
• Experience leading technology support or operations teams.
• Ability to diagnose issues across infrastructure, application, and network layers in production.
• Experience with incident management and IT service management practices.
• Proficiency in scripting to automate operational tasks (Python/PowerShell/Bash).
• Hands-on experience with monitoring and observability tools.
• Strong communication to translate complex concepts for technical and non-technical audiences.

Responsibilities

• Lead the resolution of complex, high-priority technology incidents, serving as the primary escalation point and ensuring timely communication to stakeholders throughout the incident lifecycle.
• Drive root cause analysis and problem management processes, translating findings into permanent fixes and preventative measures.
• Partner with software engineering, infrastructure, and business teams to ensure supportability is embedded into new deployments and platform changes.
• Develop and maintain runbooks, operational procedures, and knowledge base documentation to improve team efficiency.
• Monitor system health, performance, and capacity across supported platforms; identify and address risks before they impact operations.
• Lead and mentor a team of technology support engineers, providing technical guidance, coaching, and career development.
• Collaborate with product and engineering teams to advocate for operational improvements, automation opportunities, and tooling enhancements.
• Define and track key support metrics, including MTTR and incident trends, using data to drive continuous service improvement.
• Engage with business stakeholders and technology partners to communicate service status, risk posture, and improvement initiatives.

Skills

Incident management

Leadership

Communication

Python/PowerShell/Bash scripting

Monitoring/Observability

Cross-functional collaboration

Root cause analysis

Tools

AWS

Azure

Kubernetes

ITIL

Job description

JPMorgan Chase is seeking a Technology Support Lead in Houston to act as a senior technical authority ensuring stability, performance, and continuous improvement of critical platforms supporting global markets operations.

You will lead complex incidents, drive root cause analysis, partner with engineering and operations, and mentor a team of engineers to improve service delivery and reduce toil.