Technology Support Lead - IBM MQ Engineer

JPMorganChase; Plano (TX); On-site; USD 110,000 - 170,000; Full time

Job summary

JPMorganChase in Plano, TX seeks a Technology Support Lead for Infrastructure Platform to drive operational stability and performance of production services. You will lead incident responses, coordinate with distributed teams, and guide MQ connectivity and security practices.

This role emphasizes senior troubleshooting, ITIL‑driven processes, and automation to reduce toil while delivering reliable platform services across on‑prem and cloud environments.

Qualifications

• 5+ years of experience troubleshooting and maintaining IT services.
• Hands-on IBM MQ administration in enterprise production environments.
• Experience with ITIL processes and cross‑team coordination.

Responsibilities

• Lead and coordinate day‑to‑day operations to ensure service stability.
• Manage and drive infrastructure projects across platforms.
• Architect and implement changes to resolve issues and modernize processes.
• Develop runbooks, automation, and post‑incident reviews.
• Provide guidance to application teams on MQ connections, security, and best practices.

Skills

Leadership

IBM MQ administration

Observability/Monitoring

ITIL processes

Unix/Windows admin

Problem solving

Cloud experience

Communication

Tools

IBM MQ

Job description

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 Infrastructure Platform (IP) 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

• Applies technical expertise and problem-solving methodologies to projects of moderate scope
• Drives a workstream or project consisting of one or more infrastructure engineering technologies
• Works with other platforms to architect and implement changes required to resolve issues and modernize the organization and its technology processes
• Executes creative solutions for the design, development, and technical troubleshooting for problems of moderate complexity
• Strongly considers upstream/downstream data and systems or technical implications and advises on mitigation actions
• Operate and support IBM MQ environments across development, testing, and production, ensuring service availability, stability, and compliance with internal standards.
• Support resilience objectives via disaster recovery planning, sustained resilience coordination, and testing/validation activities. Apply reliability engineering practices: define and improve service health indicators, operational thresholds, and actionable alerting to reduce noise and improve time-to-detect/time-to-recover.
• Maintain clear operational runbooks, standards, and controls that enable consistent execution across a geographically distributed operations model.
• Reduce toil through automation, including scripted remediation, self-service operational workflows, and repeatable change execution (e.g., certificate lifecycle, configuration validation, routine health checks).
• Institutionalize post-incident learning: contribute to blameless reviews, ensure corrective actions are tracked to closure, and verify effectiveness through measurable outcome improvements.
• Provide technical guidance and responsive support to application teams integrating with MQ, including connection patterns, security constraints, and operational best practices.

Required Qualifications, Capabilities, And Skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated experience delivering AI-driven solutions to manage a large IBM MQ estate—building or operationalizing log/metric correlation, anomaly detection, and forecasting to identify and resolve issues, accelerate incident triage, root cause analysis.
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Proficient in observability and monitoring tools and techniques
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Demonstrated, hands‑on experience operating middleware in enterprise production environments, including IBM MQ administration and incident response in secure environments.
• Strong problem determination skills, structured troubleshooting approach, and ability to perform under time pressure while maintaining operational discipline.
• Working knowledge of Unix and/or Windows system administration, including process, filesystem, certificate stores, and basic networking fundamentals relevant to MQ connectivity.
• Strong written and verbal communication skills with the ability to coordinate across distributed teams and manage customer expectations.

Preferred Qualifications, Capabilities, And Skills

• Working knowledge in one or more general purpose programming languages preferred Python and/or Java and/or automation scripting
• Practical experience with public cloud

Shift / on‑call / follow‑the‑sun expectations

• This role participates in a 24x7 follow‑the‑sun operating model with a global team across different APAC,EMEA and NA regions and requires working a defined shift pattern.
• The specialist will support on‑call and/or escalation coverage as required to meet service reliability objectives, including incident response for high‑severity events and coordination during maintenance or resilience testing windows.

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

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.