Technology Support Lead - Incident Management

JPMorgan Chase & Co.; Plano (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

JPMorgan Chase & Co. in Plano, TX, invites experienced technology professionals to lead our Finance Technology operations.

As Technology Support Lead, you will oversee incident, problem, and change management, ensuring production service stability and performance, while guiding teams through AI‑assisted workflows.

This role emphasizes strong analytical thinking, ITIL practices, and collaboration with enterprise cloud and on‑prem environments to support critical business services.

Qualifications

• 5+ years of experience or equivalent in troubleshooting, resolving, and maintaining IT services.
• Demonstrated experience using enterprise‑authorized AI capabilities to support production operations with validation and data sensitivity awareness.
• Ability to review and validate AI‑assisted incident recommendations before action and escalate when needed.
• Experience managing applications or infrastructure in large‑scale environments both on premises and in the cloud.
• Proficiency with observability and monitoring tools and techniques.
• Experience executing ITIL processes (incident, problem, change management).

Responsibilities

• Lead teams of technologists delivering end‑to‑end service for production operations.
• Drive adoption of AI capabilities to speed incident triage with human‑in‑the‑loop validation.
• Execute ITIL‑aligned policies to ensure stability, availability, and change control.
• Monitor production environments for anomalies and communicate findings to stakeholders.
• Apply AI‑assisted, reuse‑first practices to identify recurring interruption patterns and remediation actions.
• Escalate and communicate issues and solutions to business and technology stakeholders from incident to service restoration.
• Lead incident, problem, and change management across full‑stack systems and infrastructure.

Skills

Incident management

AI-assisted operations

Cloud & on‑prem infrastructure

Observability tools

ITIL processes

Team leadership

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 Corporate Technology - Finance Technology team, 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 and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and upscale and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration
• 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
• 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
• 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
• Proficient in observability and monitoring tools and techniques
• 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