Technology Support Lead - Client Resiliency

Testing Site - JPMC; Tampa (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Testing Site - JPMC is seeking a Technology Support Lead to steer teams delivering production services and ensure stability and performance. The role requires strong problem-solving, clear communication, and the ability to translate complex tech details for non-technical audiences.

You will oversee incident response, escalation, and change management while directing day-to-day maintenance of critical systems to support core business operations in Tampa, FL.

Qualifications

• 5+ years experience troubleshooting, resolving, and maintaining IT services.
• Strong technical background with hands-on digital technologies.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to translate technical concepts to non-technical audiences.
• Strong follow-up for action tracking and remediation.

Responsibilities

• Lead teams delivering end-to-end service for business operations.
• Enforce policies to ensure operational stability and availability.
• Monitor production environments for anomalies and use observability tools.
• Escalate issues and communicate solutions to stakeholders during incidents.
• Lead incident, problem, and change management for full stack systems.

Skills

5+ years experience

Troubleshooting

Digital technologies

Communication (verbal & written)

Analytical problem-solving

Stakeholder translation (technical to非

Tools

Grafana

Geneos

Splunk

PowerPoint

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 Commercial & Investment Bank, 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
• 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

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Solid technical background with hands on experience in digital technologies
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Ability to translate technical aspects to non-technical audiences
• Strong follow up skills for tracking and remediation of identified actions

Preferred qualifications, capabilities, and skills

• Experience with Grafana, Geneos and Splunk and the data analysis of the outputs
• Knowledge of the Payment process rails such as Real Time Payments, Automated Clearing House, Payment FX processing, Wires, Push to Card, eWallet, and JPM Coin will be beneficial
• Intermediate knowledge and use of PowerPoint for client facing presentations