Technology Support Lead

Job Description
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support Lead in Corporate Data & Analytics Service, 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.
Job responsibilities

• Lead tech support teams to deliver end-to-end application and infrastructure services for business operations.
• Assess issue impact, determine priority, and seek rapid solutions or workarounds for every incident.
• Investigate raised issues by researching similar incidents, learning data models, and checking logs.
• Troubleshoot application problems using technology skills and collaborate with partner teams for resolution.
• Leverage analytics and reporting tools to identify issue trends and propose solutions.
• Document inquiries, troubleshooting steps, and resolutions to share knowledge with the team.
• Own issues fully, escalate to support and SRE teams when necessary, and ensure resolution.
• Update users on issue impact and remediation progress, and follow up with development teams for defects.
• Organize meetings with users to understand challenges in using technology services.
• Provide feedback and reports to tech teams and product owners, helping prioritize fixes and liaising with end-users.

Required qualifications, capabilities, and skills

• Bachelor's Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
• Minimum 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
• Manage applications or infrastructure in large-scale environments, both on premises and public cloud.
• Lead tech support teams with proven experience in team management.
• Utilize observability and monitoring tools and techniques proficiently.
• Execute ITIL framework processes effectively within technology operations.
• Focus on customer needs with a proactive, service-oriented mindset.
• Demonstrate discipline, process orientation, and strong attention to detail.
• Exhibit outstanding ownership, dedication, and accountability in all responsibilities.
• Apply analytical, validation, and data reporting skills to solve problems.
• Leverage knowledge of banking products, programming languages, ticketing systems, and change management practices.

About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
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.