Technology Support Lead

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

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 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

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

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.