Technology Support Lead

Testing Site - JPMC; Jersey City (NJ); On-site; USD 140,000 - 170,000; Full time

Job summary

Testing Site - JPMC in Jersey City seeks a Technology Support lead in Corporate Technology to ensure operational stability and manage production application flows.

You will drive continuous improvement, troubleshoot issues, and coordinate across developers, business users, and global teams. This senior role requires strong incident management, scripting, and cloud expertise to optimize performance and cost.

Qualifications

• 8+ years of experience troubleshooting, resolving, and maintaining IT services.
• Experience managing applications or infrastructure in large-scale environments both on premises and in public cloud.
• Experience in observability and monitoring tools and techniques, setting them up for large scale applications and services.
• Incident management – experienced in production incident management, RCA and related follow ups to ensure closure of the issue.
• Role implies collaboration with all levels of seniority including developers, business users and global production management teams.
• Hands on experience in scripting languages, any programming language and debugging for production issue and system automations.
• Hands on experience with private/public cloud, Kubernetes or equivalent.
• Strong understanding of infrastructure costing, with the ability to apply tuning mechanisms that optimize both performance and cost efficiency.
• Experience with ServiceNow platforms

Responsibilities

• Provides end-to-end application and infrastructure service delivery to enable successful business operations of the firm.
• Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability.
• Execute policies and procedures that ensure operational stability and availability.
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
• Design system automation, build helpers and tools to reduce the human toil of application support.
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools.
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration.
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Skills

Incident management

Observability

SRE / production support

Cloud platforms

Kubernetes

Scripting

Cross-functional collaboration

Cost optimization

Tools

ServiceNow

Job description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support lead in Corporate Technology, you will ensure the operational stability, availability, infrastructure mgmt. and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escCascade, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience. Critical thinking while overseeing day-to-day maintenance of the firm’s systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

• Provides end-to-end application and infrastructure service delivery to enable successful business operations of the firm
• Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Execute policies and procedures that ensure operational stability and availability
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
• Design system automation, build helpers and tools to reduce the human toil of application support
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques, setting them up for large scale applications and services.
• Incident management – experienced in production incident management, root cause analysis (RCA) and related follow ups to ensure closure of the issue
• Role implies collaboration with all levels of seniority including the developers, business users and global production management teams.
• Hands on experience on scripting language, any programming language and debugging for production issue and system automations.
• Hands on experience with private/public cloud, Kubernetes or equivalent.
• Strong understanding of infrastructure costing, with the ability to apply tuning mechanisms that optimize both performance and cost efficiency.
• Experience with ServiceNow platforms

Preferred qualifications, capabilities, and skills

• Understanding of software life cycle development
• Knowledge of document management system