Technology Support Lead

JPMorgan Chase & Co.•Houston, TX

About The Position

As a Technology Support Lead at JPMorgan Chase within the Commercial and Investment Bank, you will serve as a senior technical authority responsible for ensuring the stability, performance, and continuous improvement of critical technology platforms that support global banking and markets operations. You will bring deep technical expertise and a solutions-driven mindset to complex support challenges, directly enabling the firm's ability to serve clients and execute at scale. This is a unique opportunity to lead at the intersection of technology and financial services — where your contributions have real, measurable impact on the business every day.

Requirements

Formal training or certification on technology support concepts and 5+ years applied experience
Demonstrated experience leading technology support or operations functions within a large-scale, complex enterprise environment
Strong proficiency in diagnosing and resolving issues across infrastructure, application, and network layers in a production setting
Experience with incident management frameworks and IT service management practices, including ticketing and escalation workflows
Proficiency in scripting or automation (e.g., Python, PowerShell, or Bash) to streamline operational tasks and reduce manual effort
Hands-on experience with monitoring and observability tools for proactive system health management and alerting
Proven ability to lead technical teams and drive cross-functional collaboration to resolve complex issues under pressure
Strong communication skills with the ability to translate technical concepts clearly for both technical and non-technical audiences

Nice To Haves

Experience supporting trading, markets, or banking technology platforms within a financial services environment
Familiarity with cloud platforms and containerized environments (e.g., AWS, Azure, Kubernetes) in a support or operations capacity
Knowledge of change management and release management processes within regulated enterprise environments
Experience implementing automation and self-healing capabilities to improve platform resilience and reduce operational overhead
Relevant industry certifications such as ITIL, AWS, or equivalent technology support credentials

Responsibilities

Lead the resolution of complex, high-priority technology incidents, serving as the primary escalation point and ensuring timely communication to stakeholders throughout the incident lifecycle
Drive root cause analysis and problem management processes, translating findings into permanent fixes and preventative measures that reduce recurring issues
Partner with software engineering, infrastructure, and business teams to ensure supportability is embedded into new technology deployments and platform changes
Develop and maintain runbooks, operational procedures, and knowledge base documentation to improve team efficiency and consistency of service delivery
Monitor system health, performance, and capacity across supported platforms, proactively identifying and addressing risks before they impact operations
Lead and mentor a team of technology support engineers, providing technical guidance, coaching, and career development support
Collaborate with product and engineering teams to advocate for operational improvements, automation opportunities, and tooling enhancements that reduce toil
Define and track key support metrics, including mean time to resolution and incident trends, using data to drive continuous service improvement
Engage directly with business stakeholders and technology partners to communicate service status, risk posture, and improvement initiatives