Technology Support Director — Global Payments & Banking

JPMorgan Chase & Co.; Palo Alto (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

JPMorganChase & Co. is seeking a Technology Support Director for Premier Client to lead a global team supporting strategic Payments and Global Banking clients.

You will drive coverage across regions, ensure service health, and maintain strong risk and controls practices while delivering executive-ready portfolio updates. The role emphasizes governance, collaboration with product, sales, and implementation teams, and a focus on AI-enabled, secure operations within a high-revenue client

Qualifications

• 7+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Demonstrated experience leading teams in a client-facing technology support, service delivery, relationship management, or commercial leadership role within financial services.
• Proven ability to manage complex, high-value client relationships and influence senior client stakeholders.
• Experience operating in a global, matrixed environment across multiple regions and cultures.
• Strong risk and controls mindset, including experience partnering effectively with control functions and adhering to policies and procedures.
• Experience leading disciplined issue management practices, including escalation management and service recovery.
• Excellent communication skills, with ability to synthesize complex topics and present clearly to senior executives and clients.
• Demonstrated experience leading safe use of enterprise-authorized AI capabilities within the work environment within production support workflows, including validation practices and awareness of data sensitivity.

Responsibilities

• Lead a global technology support team focused on service health, operational excellence, and a seamless client experience for strategic Payments and Global Banking clients.
• Partner with product, sales, implementation, and service teams to deliver measurable improvements in client outcomes and service performance.
• Monitor systems performance and drive actions that improve stability, responsiveness, and client satisfaction.
• Establish consistent operating routines across regions for onboarding readiness, implementation support, and ongoing service management.
• Drive operational rigor in incident management, problem management, service recovery, and continuous improvement across regions.
• Ensure effective governance over client engagements and escalations, coordinating with Compliance, Risk, Legal, and Operations as needed.
• Promote a culture of conduct excellence, operational discipline, and strong controls aligned to policies and procedures.
• Build strong partnerships with regional leaders and cross-functional stakeholders to align on strategy, resources, priorities, and client outcomes.
• Prepare and deliver executive-ready updates on portfolio performance, key risks, strategic initiatives, and priority actions.
• Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.
• Establishes governance standards for AI-assisted workflows used in incident/problem/change processes, ensuring traceability/auditability and alignment to resiliency and security expectations.

Skills

Leadership

Client relationship mgmt

Global exposure

Risk mindset

Communication

Incident management

AI governance

Job description

JPMorganChase & Co. is seeking a Technology Support Director for Premier Client to lead a global team supporting strategic Payments and Global Banking clients.

You will drive coverage across regions, ensure service health, and maintain strong risk and controls practices while delivering executive-ready portfolio updates. The role emphasizes governance, collaboration with product, sales, and implementation teams, and a focus on AI-enabled, secure operations within a high-revenue client