Technology Support Lead - Incident Management

, and drive evolution of utilization of standard observability tools

• Escalates and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration

• Leads incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

• Participates in process improvement to ensure improved future performance of the team

• Actively designs and manages personal improvement plan to set and meet team and individual performance goals, while mentoring and coaching junior members of the team

• Participates in post-incident reviews and problem management activities

• Proactively contributes to improvement activities during incident downtime

• Reviews the Corporate Technology environment to proactively identify events or lower severity incidents

• Builds relationships both from a customer and technical perspective including with the problem and change management teams

Required qualifications, capabilities, and skills

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

• 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 with one or more general purpose programming languages and/or automation scripting such as SQL, Python, Java, or Splunk

• Expertise with Incident Management tools such as ServiceNow

• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

• Previous experience managing Major Incidents in a large environment

• Proficient knowledge and understanding of Incident Management practices, skills, and tools

• Broad understanding of technology frameworks across mainframe, midrange and distributed

• Ability to support others across all contributing teams and disciplines

• Ability to foster relationships from both a business and technical perspective including with senior Technology and Business management

Preferred qualifications, capabilities, and skills

• Practical experience with public cloud, preferably with AWS

• ITIL training and certification preferred

• Proficient knowledge of Financial Services industry

• Six Sigma training is a plus

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

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

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.