Technology Support Lead Incident Management at JPMorganChase

DescriptionJoin our dynamic team to innovate and refine technology operations impacting the core of our business services.As a Technology Support Lead in Corporate Technology organization 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 firms 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 responsibilitiesLeads teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firmExecutes policies and procedures that ensure operational stability and availabilityMonitors production environments for anomalies address issues and drive evolution of utilization of standard observability toolsEscalates and communicate issues and solutions to the business and technology stakeholdersactively participating from incident resolution to service restorationLeads incident problem and change management in support of full stack technology systems applications or infrastructureParticipates in process improvement to ensure improved future performance of the teamActively designs and manages personal improvement plan to set and meet team and individual performance goals while mentoring and coaching junior members of the teamParticipates in post-incident reviews and problem management activitiesProactively contributes to improvement activities during incident downtimeReviews the Corporate Technology environment to proactively identify events or lower severity incidentsBuilds relationships both from a customer and technical perspective including with the problem and change management teamsRequired qualifications capabilities and skills5 years of experience or equivalent expertise troubleshooting resolving and maintaining information technology servicesExperience managing applications or infrastructure in a large-scale technology environment both on premises and public cloudProficient in observability and monitoring tools and techniquesExperience with one or more general purpose programming languages and/or automation scripting such as SQL Python Java or SplunkExpertise with Incident Management tools such as ServiceNowExperience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkPrevious experience managing Major Incidents in a large environmentProficient knowledge and understanding of Incident Management practices skills and toolsBroad understanding of technology frameworks across mainframe midrange and distributedAbility to support others across all contributing teams and disciplinesAbility to foster relationships from both a business and technical perspective including with senior Technology and Business managementPreferred qualifications capabilities and skillsPractical experience with public cloud preferably with AWSITIL training and certification preferredProficient knowledge of Financial Services industrySix Sigma training is a plus Key Skills Computer Science,SQL,Active Directory,Customer Service,Incident Management,Access Points,OS,Asset Management,Linux,VPN,User Accounts,Desktop,Backup,Technical Support,Application Support Employment Type : Full-Time Experience: years Vacancy: 1