Lead technology teams in enhancing operational stability and performance in a top-tier financial firm.

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

As a Technology Support Lead in Corporate Technology, 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 take the lead on incident response and risk reviews, use your leadership skills to give guidance, best practice advice and support across all our business and technology groups.  There will be a requirement to keep management, executive directors, managing directors and stakeholders in the loop. 

As the Major Incident Manager is a very visible and integral role within this high performing team, you will be empowered to orchestrate incident resolution with minimal business impact and subsequently to ensure all learning from the incident feeds into a continuous improvement discipline. Your primary purpose is to effectively manage all Major incidents that have Significant impact to the firm and it’s assets.

Job responsibilities

Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firmExecute policies and procedures that ensure operational stability and availabilityMonitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability toolsEscalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restorationLead incident, problem, and change management in support of full stack technology systems, applications, or infrastructureDetermine and ensure execution of appropriate actions to recover business services as quickly as possibleRun the technical bridge to drive all diagnostic and resolution activitiesIdentify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, JPMC lines of businessPrevious experience managing Major Incidents in a corporate environment.Automation/coding/experience is a definite asset (SQL/Python/Java/Splunk)Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident

Required qualifications, capabilities, and skills

Experience or equivalent expertise troubleshooting, resolving, and maintaining information technology servicesExperience managing applications or infrastructure in a large-scale technology environment both on premises and public cloudProficient in observability and monitoring tools and techniquesExperience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkIn-depth knowledge and understanding of Incident Management practices, skills and toolsBroad understanding of technology frameworks across mainframe, midrange and distributedGeneral understanding of Financial Services, key drivers of business performance, and cloud technologyInfluential and ability to multitask, exercise judgment and sound decision-making under pressureExceptional communication skills, able to communicate with senior Technology and Business managementAbility to influence others across all contributing teams and disciplines

Preferred qualifications, capabilities, and skills

Working knowledge in one or more general purpose programming languages and/or automation scriptingPractical experience with public cloudExperience in Production support or Application DevelopmentITIL training and certification preferredCommitted to process improvement, Six Sigma training a plusAWS practitioner certification is a plus