Technology Support Lead

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

As a Technology Support Lead at JPMorgan Chase within the Commercial and Investment Bank team, you will serve as a senior technical authority responsible for ensuring the stability, performance, and continuous improvement of critical technology platforms that support global banking and markets operations. You will bring deep technical expertise and a solutions-driven mindset to complex support challenges, directly enabling the firm's ability to serve clients and execute at scale. This is a unique opportunity to lead at the intersection of technology and financial services — where your contributions have real, measurable impact on the business every day.

Job 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 that reduce recurring issues
• Partner with software engineering, infrastructure, and business teams to ensure supportability is embedded into new technology deployments and platform changes
• Develop and maintain runbooks, operational procedures, and knowledge base documentation to improve team efficiency and consistency of service delivery
• Monitor system health, performance, and capacity across supported platforms, proactively identifying and addressing risks before they impact operations
• Lead and mentor a team of technology support engineers, providing technical guidance, coaching, and career development support
• Collaborate with product and engineering teams to advocate for operational improvements, automation opportunities, and tooling enhancements that reduce toil
• Define and track key support metrics, including mean time to resolution and incident trends, using data to drive continuous service improvement
• Engage directly with business stakeholders and technology partners to communicate service status, risk posture, and improvement initiatives

Required qualifications, capabilities, and skills

• Formal training or certification on technology support concepts and 5+ years applied experience
• Demonstrated experience leading technology support or operations functions within a large-scale, complex enterprise environment
• Strong proficiency in diagnosing and resolving issues across infrastructure, application, and network layers in a production setting
• Experience with incident management frameworks and IT service management practices, including ticketing and escalation workflows
• Proficiency in scripting or automation (e.g., Python, PowerShell, or Bash) to streamline operational tasks and reduce manual effort
• Hands‑on experience with monitoring and observability tools for proactive system health management and alerting
• Proven ability to lead technical teams and drive cross‑functional collaboration to resolve complex issues under pressure
• Strong communication skills with the ability to translate technical concepts clearly for both technical and non‑technical audiences

Preferred qualifications, capabilities, and skills

• Experience supporting trading, markets, or banking technology platforms within a financial services environment
• Familiarity with cloud platforms and containerized environments (e.g., AWS, Azure, Kubernetes) in a support or operations capacity
• Knowledge of change management and release management processes within regulated enterprise environments
• Experience implementing automation and self‑healing capabilities to improve platform resilience and reduce operational overhead
• Relevant industry certifications such as ITIL, AWS, or equivalent technology support credentials