Technology Support Lead - Merchant Services

Next Frontier Capital; Tampa (FL); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health care coverage

On-site health & wellness centers

Retirement savings plan

Tuition reimbursement

Mental health support

Job summary

JPMorgan Chase & Co. is seeking a Technology Support Lead in our Merchant Services group to own production operations, drive reliability, and steward end-to-end service delivery for critical payment platforms.

You will lead incident resolution, apply SRE practices, and collaborate with cross-functional teams to improve observability and performance. You will supervise day-to-day maintenance, ensure stability, and advocate AI-assisted operations with human in the loop.

Qualifications

• 5+ years troubleshooting, resolving, and maintaining information technology services.
• Strong background in SRE, Production Engineering, or Technology Operations.
• Proven experience leading technical resolution for complex production incidents.
• Expertise in root cause analysis, problem management, and recurrence elimination.
• Experience with highly available distributed systems in cloud/hybrid environments.
• Strong observability, monitoring, telemetry, and incident-handling skills.
• Experience using AI capabilities with validation and data-sensitivity awareness.
• Knowledge of ITIL processes and changing management in large environments.

Responsibilities

• Serve as technical production owner for critical merchant payment services and client platforms.
• Apply SRE principles to improve reliability, availability, and efficiency.
• Drive end-to-end service quality and client experience with data-driven improvements.
• Evaluate production readiness for releases with controllability and observability ensured.
• Lead teams delivering end-to-end service for business operations.
• Lead adoption of enterprise AI capabilities with human-in-the-loop validation.
• Execute policies to ensure stability; manage incidents, problems, and changes.
• Monitor production for anomalies; advance observability and communicate resolutions.

Skills

SRE expertise

Production engineering

Incident resolution

Root cause analysis

Observability

ITIL practices

AI-assisted operations

Cloud & hybrid

Tools

Grafana

Splunk

Dynatrace

OpenSearch

AWS Console

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 the Merchant Services group, 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. you will serve as a senior technical leader responsible for the reliability, resiliency, observability, and operational readiness of critical payment platforms. You will provide end-to-end production ownership across the service lifecycle, driving stability improvements, incident reduction, automation, and operational excellence.

Job responsibilities

• Serve as the technical production owner for critical merchant payment services and client-facing platforms.
• Apply Site Reliability Engineering (SRE) principles to improve reliability, availability, scalability, and operational efficiency.
• Drive end-to-end service quality and client experience through data-driven operational improvements.
• Evaluate service readiness for production release activities, ensuring operational controls, supportability, resiliency, and observability requirements are met.
• 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 escalation 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.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong background in Site Reliability Engineering (SRE), Production Engineering, Application Support, Platform Engineering, or Technology Operations.
• Proven experience leading technical resolution efforts for complex production incidents.
• Demonstrated expertise in root cause analysis, problem management, and recurrence elimination.
• Experience supporting highly available distributed systems in cloud and hybrid environments.
• Strong understanding of observability, monitoring, telemetry, event management, and operational intelligence
• 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

• Experience supporting payment processing, merchant acquiring, or high-volume transaction systems.
• Hands-on experience with Grafana, Splunk, Dynatrace, OpenSearch, and modern observability ecosystems.
• Experience working with AWS Console and cloud service operations.
• Familiarity with GitHub Copilot and AI-assisted software engineering practices.
• Practical experience applying AI prompt engineering techniques to operational analysis, automation, reporting, or troubleshooting workflows

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

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. Lead technology teams in enhancing operational stability and performance in a top-tier financial firm.