Technology Support Lead - Technical Implementation

JPMorganChase; Palo Alto (CA); On-site; USD 180,000 - 230,000; Full time

Benefits offered by this job

Health care coverage

On-site health centers

Retirement savings plan

Backup childcare

Tuition reimbursement

Mental health support

Financial coaching

Job summary

JPMorganChase in Palo Alto seeks a Technology Support Lead to orchestrate a transformation across Payments Production Management, delivering reliability outcomes and governance for a growing portfolio. You will partner with engineering and operations leaders to turn initiatives into measurable programs and drive mature Site Reliability Engineering practices.

You will recruit and mentor a high-performing team, define standards, and shape multi-quarter roadmaps focused on reliability maturity,

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.

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, 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 management

Stakeholder management

IT service management

SRE / Reliability engineering

Operational excellence

Executive communication

AI in production ops

Education

Bachelor's degree

Job description

Job Description

Lead a program organization to deliver measurable reliability and operational excellence outcomes across Payments Production Management.

Embark on a transformative journey in technology risk and operational excellence at an iconic financial firm. You will help shape how critical services are delivered, improving reliability, transparency, and outcomes as we modernize how we run production. You will partner with engineering and operations leaders to turn complex initiatives into well-governed programs that drive continuous improvement.

As a Technology Support Lead at JPMorganChase within Payments Production Management team, you will build the structures and operating rhythms that translate a broad portfolio of initiatives into a cohesive transformation roadmap. You will create clarity across diverse stakeholders, establish governance tied to outcomes, and drive disciplined execution that accelerates the evolution of Production Management into a mature Site Reliability Engineering (SRE) organization.

Job 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.

Required Qualifications, Capabilities, And Skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated 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

Preferred Qualifications, Capabilities, And Skills

• Experience supporting enterprise-scale payments or regulated financial services environments
• Familiarity with operational metrics frameworks such as service level indicators, service level objectives, and error budgets
• Experience partnering with risk, compliance, and control stakeholders to implement change in highly governed environments
• Experience driving agile-at-scale delivery and or Lean continuous improvement practices

This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorgan Chase's review of criminal conviction history, including pretrial diversions or program entries.

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. Additional details about total compensation and benefits will be provided during the hiring process.

• 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

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

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.