Technology Support Specialist

JPMorganChase•Chicago, IL

About The Position

We have an exciting and rewarding opportunity for you to take your software engineering career to the next level. As a Technology Support III team member in Commercial and Investment Bank, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Requirements

Formal training or certification and minimum 3 years of applied experience
Proficiency using tools, like ServiceNow, to create and manage Change Requests.
Demonstrate a proven track record of managing releases across different platforms (distributed, mainframe, cloud, etc.).
Operate effectively in environments with high transaction volumes and zero-downtime expectations, employing robust rollback and disaster recovery strategies.
Maintain an understanding of CI/CD pipelines, deployment automation, and release orchestration tools (e.g., Jenkins, Spinnaker, or equivalent).
Communicate effectively; translate technical release details into clear, concise updates for leadership and non-technical stakeholders while serving as the escalation point for release-related issues.
Employ a metrics-driven mindset use data (release health, defect trends, cycle time, rollback rate, defect leakage) to drive decisions and continuous improvement.
Exhibit exceptional facilitation skills proactive, resourceful, and calm under pressure when making decisions in high-stakes, time-sensitive situations (production incidents, hotfixes, emergency releases).
U.S. Citizen having lived in the U. S. continuously for the past 7 years.

Nice To Haves

Strong stakeholder management, communication skills and the ability to align technical solutions with business goals.
Previous, hands-on release management experience in large-scale environments.

Responsibilities

Own the release lifecycle end-to-end — from planning and scheduling through deployment, validation, and post-release monitoring across multiple applications, components, and micro-services.
Drive release governance — establish and enforce release readiness criteria, entry/exit gates, change management standards, and rollback procedures.
Facilitate cross-functional coordination — act as the central point of contact across Development, Testing, Infrastructure, Production Support, and Business stakeholders to align on scope, timelines, dependencies, and risk.
Manage release calendars and cadence — maintain a structured release schedule, manage competing priorities, and ensure releases are sequenced to minimize risk and maximize throughput.
Provide key input around Go/No-Go decisions — aggregate test results, defect metrics, environment readiness, and stakeholder sign-offs to drive confident, data-backed release decisions.
Identify and mitigate release risks — proactively surface blockers, dependency conflicts, environment issues, and resource constraints, drive resolution with urgency.
Drive continuous improvement — conduct release retrospectives, track release health metrics (cycle time, rollback rate, defect leakage), and implement process improvements to increase release velocity and reliability.
Manage escalations — serve as the escalation point for release-related issues; communicate status, impact, and resolution plans to leadership with clarity and confidence.
Partner with Test Engineering — ensure automation gates, regression results, and defect metrics are integrated into the release decision framework.
Maintain release documentation — ensure release notes, deployment runbooks, configuration changes, and audit trails are complete and accessible.