Technical Support Lead - Web

Johnson Controls•Boca Raton, FL

About The Position

Johnson Controls is looking for a highly skilled and experienced Technical Support Lead – Web to take end-to-end ownership of the organization’s global web landscape, comprising a diverse mix of legacy and modern web platforms. These websites are built using multiple technologies (CMS platforms, custom frameworks, static sites, legacy architectures) and are hosted across internal infrastructure as well as third-party vendor environments. This role is critical in establishing a centralized governance model to ensure that every web property adheres to enterprise-grade standards for security, performance, availability, and compliance. The individual will have accountability for web support functions and will proactively mitigate risks, enhance digital experience quality, and drive operational excellence across the ecosystem. You will collaborate closely with security teams, infrastructure teams, digital marketing, and external vendors, ensuring alignment with Johnson Controls’ policies, while continuously improving the reliability and performance of all public-facing digital assets.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related discipline
10 + years of experience in web technologies, digital platforms, or production support roles
Extensive knowledge of Web architectures (CMS platforms, headless, microservices, monoliths)
Extensive knowledge of Hosting environments (cloud, on-prem, CDN, edge networks)
Extensive knowledge of Web security principles (OWASP, WAF, SSL, DDoS protection, IAM)
Proven experience in managing large-scale, multi-vendor web ecosystems
Hands-on experience with monitoring tools, performance tuning, and incident management
Experience with enterprise platforms such as Sitecore, or similar CMS solutions
Familiarity with Core Web Vitals tools (Google Lighthouse, PageSpeed Insights, etc.)
Knowledge of modern frontend frameworks (React, Next.js) and DevOps practices (CI/CD pipelines)
Exposure to cloud platforms (Azure, AWS, GCP) and edge hosting providers (e.g., Vercel, Akamai, Cloudflare)
Strong leadership with the ability to drive cross-functional alignment
Deep understanding of risk management and compliance frameworks
Analytical mindset with a focus on data-driven insights and decisions
Ability to manage complex, distributed environments with multiple stakeholders
Effective communication skills for both technical and non-technical audiences

Responsibilities

Own the lifecycle management of the global web ecosystem, including inventory, architecture visibility, and operational health
Establish, maintain, and enforce enterprise-wide governance frameworks, standards, and guardrails for web platforms
Develop and maintain a centralized catalog of all websites, including technology stack, hosting model, ownership, and criticality
Standardize operational processes, documentation, and compliance checkpoints across all web properties
Ensure all web applications adhere to Johnson Controls’ security policies and global compliance requirements
Continuously identify and remediate security vulnerabilities, misconfigurations, and outdated dependencies
Oversee implementation and governance of security layers such as WAF, SSL/TLS, DDoS protection, and access controls
Partner with cybersecurity teams to conduct periodic audits, penetration testing, and vulnerability assessments
Define and enforce incident response protocols for security breaches and ensure timely mitigation
Track and report risk posture and compliance status across the web ecosystem
Serve as the primary point of contact for all external vendors hosting or managing Johnson Controls web properties
Ensure vendors strictly adhere to security standards, SLAs, contractual obligations, and performance benchmarks
Conduct regular vendor reviews, audits, and compliance checks
Collaborate with procurement, legal, and security teams to ensure vendor governance alignment
Drive accountability and continuous improvement through KPIs, scorecards, and operational reviews
Define and monitor Core Web Vitals and other key performance indicators across all websites
Establish baseline benchmarks aligned with industry standards for performance, SEO, and accessibility
Implement tools and frameworks to track real user metrics (RUM) and synthetic monitoring
Identify performance bottlenecks and lead initiatives to optimize page load times, responsiveness, and stability
Work with development and infrastructure teams to implement performance best practices
Act as the lead escalation point for any web-related incidents impacting availability, performance, or security
Define and manage incident management processes, including prioritization, triaging, and escalation matrices
Ensure effective monitoring, alerting, logging, and observability strategies are in place
Lead root cause analysis and drive permanent fixes to prevent recurrence
Ensure adherence to SLAs for incident resolution and uptime commitments
Evaluate the current web ecosystem to identify technical debt, redundancies, and modernization opportunities
Drive initiatives to consolidate, optimize, and modernize legacy platforms
Introduce automation for monitoring, reporting, compliance checks, and operational efficiency
Promote adoption of modern web practices (headless CMS, edge hosting, CI/CD pipelines, etc.)
Foster a proactive support culture, shifting from reactive issue handling to predictive prevention
Develop dashboards and reports capturing: Security posture and vulnerability trends, Website performance and Core Web Vitals, Vendor SLA adherence, Incident trends and resolution timelines
Present insights and recommendations to senior leadership and stakeholders
Drive data-backed decisions to continuously improve the web ecosystem