Technology Support Lead - Pre-Production Problem and Coordination Management Lead

JP Morgan Chase; Columbus (OH); On-site; USD 120,000 - 150,000; Full time

Job summary

JP Morgan Chase is seeking a Technology Support Lead within Consumer & Community Banking's Environment Experience team to ensure pre-production readiness across large-scale platforms. You will coordinate database stand-in testing, provide test environment guidelines, and publish enterprise change schedules, while supporting environment selection and Test Data Management practices.

You will lead teams, promote AI-enabled incident triage with human-in-the-loop validation, and drive observability

Qualifications

• 5+ years of experience troubleshooting, resolving, and maintaining IT services.
• Experience using enterprise AI capabilities to support production operations.
• Ability to validate AI-assisted incident recommendations before action.
• Experience managing applications/infrastructure in large-scale environments (on‑premises and public cloud).
• Proficient with observability tools and monitoring techniques.
• Experience executing ITIL-based change, incident, and problem management.

Responsibilities

• Lead teams delivering end-to-end service for firm operations.
• Promote enterprise-approved AI capabilities with governance for incidents and changes.
• Execute policies to ensure stability, availability, and incident management across systems.
• Monitor production environments for anomalies and escalate/solve issues.
• Apply AI-assisted practices to identify recurring interruption patterns and validate remediation.

Skills

Troubleshooting IT services

AI capabilities in ops

Incident validation & data sensitivity

Large-scale on-prem & cloud

Observability & monitoring

ITIL processes

Job description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Technology Support Lead within Consumer & Community Banking - Environment Experience team, you will play a key role in ensuring pre-production readiness across our large-scale financial platforms. You will coordinate database stand-in testing (including FDIC-related activities), provide test environment guidelines and consulting to support environment selection, and deliver tracking/reporting for mainframe test environment, batch cycle schedules. In addition, you will partner with engineering and stakeholder teams to plan, maintain, and publish enterprise change schedules, while supporting customer test account reservations and promoting strong Test Data Management practices across environments.

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 elevate 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
• 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