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

As a Technology Support Lead in our Digital Channels Solution Center group, 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. This group provides 24/7 support to payments clients that leverage digital, end-to-end solutions that help them manage their business and working capital.  In this role you will focus on leading the support for complex integrated and connected solutions including APIs that create seamless connected experiences, Transmissions, ACH, H2H, JPMorgan Wallet, a scalable virtual sub-ledger solution, and Concourse and Embedded solutions that simplify the payables process for our clients.  

Job responsibilities

Provide oversight of global resources (managers and individual contributors) that perform service and operational activities, ensuring allocated work is completed and managed appropriately, meeting and exceeding KPIs.Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firmServe as a Global point of contact for incident and single client escalations within the Digital Channels space.  Execute policies and procedures that ensure operational stability and availabilityServe as an escalation point of contact and incident manager for critical client issues or platform outages, interfacing directly with clients as needed.Monitor 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 infrastructure

 

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services5+ years of experience in client and technical supportManaging 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) frameworkAbility to communicate and interact with senior level management and translate complex requirements into simple guidanceAnalyze, interpret, and create visualizations in order to report data in various formats to meet client and stakeholder needsAbility to lead and influence as part of a global team, cultivating relationships with business partners in order to achieve business goals

 

Preferred qualifications, capabilities, and skills

Strong Risk and Controls acumenPayments experience and/or experience in dealing client escalationsWorking knowledge in one or more general purpose programming languages and/or automation scriptingPractical experience with public cloud