Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Infrastructure Platforms, 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. The Change Management Process Lead will be a member of Global Change Management team under Technology Operate and Production Management Tools Product Line. The lead will work with a team of highly motivated people to develop functional goals and priorities that align with the overall product line strategy.

Job responsibilities

Working with Service Now product team to design and automated controls. Execute policies and procedures that ensure operational stability and availability. Periodic review of controls and process. Working with LOB partners to prioritize Service Now tool enhancements from process standpoint. Working closely with Incident and Problem teams and understanding the interlinks for process updates. Exploring new opportunities in the modern technology stack to identify potential process uplift. Keeping abreast of the industry standards and implementing best practices. Planning and implementing metrics liaising with LOB partners. Preparing and responding to audit and risk queries.

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Expertise in product and infrastructure support, with a good understanding of core infrastructure technology (i.e., Network, Storage, Compute). Knowledge of risk and controls landscape, ensuring company-wide standards are met. Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework. Expertise in ServiceNow with proven experience in supporting transformational and migration activities, including functional QA and UAT testing of Service Now. Able to articulate in practical terms the relationship between Change, Incident and Problem as well as Request, to recommend workflows and engagements across the processes. Experience with Release and Software Development Life Cycle. Experience with developing process documentation and job aids for firm-wide distribution Proven ability to motivate others and lead change. Proven ability to work under pressure on multiple work streams within demanding project timeframes. Fluent in SharePoint, MS Teams, Jira, Confluence, and Excel.

Preferred qualifications, capabilities, and skills

Practical experience with public cloud.

FEDERAL DEPOSIT INSURANCE ACT:

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