Technology Support Lead

Aumni; Plano (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Chase is seeking a Technology Support Lead for Wealth Management's Consumer & Community Banking to ensure production services remain stable and high-performing. You will lead teams, drive AI-enabled incident triage, and oversee incident/problem/change processes across hybrid environments.

Strong collaboration with business and tech stakeholders is essential for resilient operations. The role emphasizes validating AI-driven recommendations, maintaining data sensitivity, and guiding adoption of

Qualifications

• 5+ years of experience troubleshooting and maintaining IT services.
• Experience using enterprise AI capabilities to support production operations with validation and data sensitivity awareness.
• Ability to review AI-assisted incident recommendations before action.
• Experience managing apps or infrastructure in large-scale environments on-premise and in public cloud.
• Experience with ServiceNow, Confluence, Jira.
• Experience following ITIL processes.

Responsibilities

• Lead teams of technologists that provide end-to-end service delivery for business operations.
• Leads team adoption of enterprise-authorized AI capabilities to improve incident triage speed and consistency with human-in-the-loop validation.
• Execute policies and procedures that ensure operational stability and availability.
• Monitor production environments for anomalies and drive evolution of observability tools.
• Escalate and communicate issues and solutions to stakeholders through incident resolution.
• Lead incident, problem, and change management for full stack systems.
• Apply reuse-first, AI-assisted practices to identify recurring interruption patterns and validate remediation.

Skills

Incident management

AI in production ops

AI-assisted incident reviews

Large-scale IT environments

Programming basics

Public cloud knowledge

Tools

ServiceNow

Confluence

Jira

ITIL framework

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)

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction. Lead technology teams in enhancing operational stability and performance in a top-tier financial firm.