Technology Support Lead

JPMorgan Chase & Co.; Plano (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Technology Support Lead to oversee production services within Consumer Community Banking's JP Morgan Wealth Management.

You will lead teams, ensure operational stability, and drive AI-assisted incident triage with validated remediation to maintain a seamless user experience. The role requires strong incident/problem/change management across on-premises and cloud environments, plus familiarity with ITIL processes and enterprise tools like ServiceNow, Confluence, and

Qualifications

• 5+ years of IT service troubleshooting and operations.
• Experience using enterprise AI capabilities with data sensitivity awareness.
• Ability to validate AI-assisted incident recommendations before action.

Responsibilities

• Lead teams of technologists that provide end-to-end service delivery for business operations.
• Leads team adoption of AI capabilities to improve incident triage with human-in-the-loop validation.
• Execute policies and procedures ensuring stability and availability.
• Monitor production environments for anomalies and use observability tools.
• Escalate and communicate issues to stakeholders from incident resolution to service restoration.
• Lead incident, problem, and change management across full stack systems.
• Apply reuse-first, AI-assisted practices to identify recurring interruptions and validate remediation.

Skills

AI in ops

Incident management

Cloud experience

Programming / scripting

Tools

ServiceNow

Confluence

Jira

ITIL

Job description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Consumer Community Banking's JP Morgan Wealth Management, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. 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

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.

• Execute policies and procedures that ensure operational stability and availability

• 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

• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.

• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud

• Experience with ServiceNow, Confluence, Jira

• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting

• Practical experience with public cloud

• AWS Certification(s)