Technology Support Lead- Problem Management

JPMorgan Chase & Co. • Jersey City, NJ

35d

About The Position

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Technology Support Lead in Community Investment Bank, 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.

Requirements

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Proficiency in ITSM processes, including Change Management, Defect Management, and Problem Management
• Strong ability to influence and drive work across cross-functional teams
• Excellent problem-solving skills and the ability to conduct thorough Root Cause Analyses
• Strong communication skills, with the ability to engage in technical discussions and provide clear insights
• Experience in preparing and presenting metrics reports to diverse forums
• Ability to work independently and collaboratively in a fast-paced environment

Nice To Haves

• Automation skills using Python, Tableau, Alteryx, etc
• Technical familiarity with Java, Spring boot, AWS, SQL, and Unix
• Experience in a Payments Technology environment
• Familiarity with best practices in system stability and resiliency

Responsibilities

• Collaborate with Development and Support teams to analyze, review, and facilitate changes or efforts to reduce Mean Time to Recover (MTTR) in Production environments
• Conduct Root Cause Analyses (RCA) for incidents, ensuring thorough investigation and resolution
• Engage in technical conversations with PM and AD teams, providing insights and questioning to drive improvements
• Influence and drive best practices in Change Management, ensuring smooth transitions and minimal disruptions
• Close out Problem Tickets and Defects linked to problem tickets, ensuring timely and effective resolution
• Prepare and present monthly metrics reports on Problem Management, Change Management, Defect Management, and MTTR to global, EMEA, and APAC forums
• Monitor and report on system stability and resiliency measures, including incident frequency, resolution times, and system uptime
• Develop and implement strategies to enhance system stability and resiliency, leveraging industry best practices

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees