Technology Support Lead: Payments Reliability Transformation

JPMorgan Chase & Co.; Palo Alto (CA); On-site; USD 180,000 - 230,000; Full time

Job summary

JPMorganChase in Palo Alto seeks a Technology Support Lead to drive a centralized program function, translating a broad portfolio into a cohesive transformation roadmap and elevate Production Management toward a mature Site Reliability Engineering discipline.

You will partner with engineering and operations leaders to establish governance, monitor reliability outcomes, and lead a cross-functional team through multi-quarter changes while adopting enterprise AI capabilities with proper validation

Qualifications

• 5+ years of experience troubleshooting, resolving, and maintaining information technology services.
• Ability to build and scale a program management organization, including team formation, operating model design, governance, and execution discipline.
• Proven program and portfolio leadership with strong delivery rigor, prioritization, and benefits tracking.
• Strong systems-thinking mindset and ability to drive continuous improvement through operational metrics and learning loops.
• Strong understanding of IT service management and operational excellence, including incident management, problem management, observability, automation, toil reduction, reliability metrics, and service ownership.
• Proven ability to create clarity out of ambiguity by structuring loosely defined initiatives into outcome-oriented programs with measurable results.
• Exceptional stakeholder management and influencing skills across senior leaders and technical teams in a matrixed environment.
• Strong written and verbal communication skills, including executive storytelling and concise status and risk reporting.
• 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.
• Bachelor's degree required.

Responsibilities

• Establish and lead a centralized program function to structure initiatives into clearly defined programs with scope, ownership, milestones, dependencies, and success metrics
• Recruit, develop, and mentor a high-performing team of program leaders and managers to deliver programs end-to-end across the transformation portfolio
• Define scalable roles, standards, and ways of working across Payments Production Management
• Partner with Production Management and engineering leadership to shape a multi-quarter transformation roadmap aligned to reliability maturity goals and business priorities
• Implement portfolio-level governance, including intake, prioritization, sequencing, benefits tracking, and escalation to increase transparency and delivery confidence
• Consolidate fragmented efforts into coherent programs spanning reliability engineering practices, incident management maturity, observability, automation, toil reduction, capacity and performance, and release resilience
• Orchestrate cross-functional execution across engineering, infrastructure, application teams, risk and control partners, product partners, and operations to remove blockers and accelerate delivery
• Track and improve reliability outcomes using agreed performance indicators such as availability, latency, incident frequency and severity, mean time to recovery, change failure rate, toil levels, and automation coverage
• 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.
• Produce executive-ready reporting and communications that connect work to outcomes, risks, decisions, and sustained adoption
• 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.

Skills

Program leadership

Executive communication

Stakeholder management

AI in prod ops

Education

Bachelor's degree

Job description

JPMorganChase in Palo Alto seeks a Technology Support Lead to drive a centralized program function, translating a broad portfolio into a cohesive transformation roadmap and elevate Production Management toward a mature Site Reliability Engineering discipline.

You will partner with engineering and operations leaders to establish governance, monitor reliability outcomes, and lead a cross-functional team through multi-quarter changes while adopting enterprise AI capabilities with proper validation