Technology Support Lead - Digital Channels Escalation Support

Job Description
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead in our Digital Channels Solution Center group, 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. This group provides 24/7 support to payments clients that leverage digital, end-to-end solutions that help them manage their business and working capital. In this role you will focus on leading the support for complex integrated and connected solutions including APIs that create seamless connected experiences, Transmissions, ACH, H2H, JPMorgan Wallet, a scalable virtual sub-ledger solution, and Concourse and Embedded solutions that simplify the payables process for our clients.
Job responsibilities

• Provide oversight of global resources (managers and individual contributors) that perform service and operational activities, ensuring allocated work is completed and managed appropriately, meeting and exceeding KPIs.
• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Serve as a Global point of contact for incident and single client escalations within the Digital Channels space.
• Execute policies and procedures that ensure operational stability and availability
• Serve as an escalation point of contact and incident manager for critical client issues or platform outages, interfacing directly with clients as needed.
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• 5+ years of experience in client and technical support
• Managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Proficient in observability and monitoring tools and techniques
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Ability to communicate and interact with senior level management and translate complex requirements into simple guidance
• Analyze, interpret, and create visualizations in order to report data in various formats to meet client and stakeholder needs
• Ability to lead and influence as part of a global team, cultivating relationships with business partners in order to achieve business goals

Preferred qualifications, capabilities, and skills

• Strong Risk and Controls acumen
• Payments experience and/or experience in dealing client escalations
• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public cloud

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.