Bulge Bracket Investment Banks

Posted 15 days ago

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**Lead Technology Support**: Guide technology operations, ensuring production systems' availability and performance in a dynamic, hybrid cloud environment. Lead a team focused on document and content management platforms. Key responsibilities include: coordinating incident management, overseeing infrastructure maintenance, driving automation, and fostering a culture of continuous improvement. Requires 5+ years of experience in large-scale IT environments, hands-on experience with cloud platforms, container orchestration, and scripting/programming languages like Java or Python. Proficient in observability tools (e.g., Splunk on AWS) and ITIL frameworks. Collaborate cross-functionally to deliver seamless user experiences. Preferred experience with document management systems and ServiceNow.

Compensation: Not specified
City: Not specified
Country: United States

Full Job Description

Location: Jersey City, NJ, United States

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead at JPMorganChase within Corporate Technology, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services with a focus on document and content management systems. 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. You will encourage a culture of continuous improvement, leading a team through incident resolution, infrastructure management, and the adoption of modern tooling across on-premises and cloud environments.

Job Responsibilities

Lead end-to-end application and infrastructure service delivery to enable successful business operations, with a focus on document and content management platforms

Oversee day-to-day maintenance of the firm's systems to ensure operational stability, availability, and performance across on-premises and cloud environments

Execute policies and procedures that ensure operational stability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Analyze complex situations and trends to anticipate, troubleshoot, and resolve incidents, driving root cause analysis and ensuring full closure of issues

Monitor production environments for anomalies using observability tools such as Splunk on AWS, address issues proactively, and escalate and communicate resolutions to business and technology stakeholders through incident resolution and service restoration

Design system automation and build tools to reduce manual toil and improve the efficiency of application support workflows

Lead team adoption of enterprise-authorized AI capabilities to improve incident triage speed and consistency, including synthesizing operational signals into prioritized actions, with human-in-the-loop validation and appropriate handling of sensitive data

Apply reuse-first, AI-assisted practices across incident, problem, and change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations

Collaborate with developers, business users, and global production management teams across all levels of seniority to drive seamless user experiences

Required Qualifications, Capabilities, and Skills

Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and 5+ years applied experience

Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows, with strong validation habits and awareness of data sensitivity

Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations

Experience managing applications or infrastructure in a large-scale technology environment, both on-premises and in public cloud environments

Proficient in observability and monitoring tools and techniques, including experience setting them up for large-scale applications and services (e.g., Splunk on AWS)

Hands-on experience with scripting or programming languages such as Java or Python, with the ability to debug production issues and build system automations

Hands-on experience with private/public cloud platforms and container orchestration technologies such as Kubernetes or equivalent

Experience executing on processes within the Information Technology Infrastructure Library (ITIL) framework, including incident management, root cause analysis, and change management

Strong understanding of infrastructure costing with the ability to apply tuning mechanisms that optimize both performance and cost efficiency

Preferred Qualifications, Capabilities, and Skills

Experience supporting document management or content management systems in an enterprise environment

Familiarity with ServiceNow or equivalent platforms for incident and change management workflows

Understanding of the software development lifecycle and how it intersects with production support operations

Experience with infrastructure optimization strategies in hybrid on-premises and cloud environments

Knowledge of advanced observability practices and the ability to evolve team adoption of monitoring standards

Lead production stability and drive continuous improvement across document and content management systems at scale.

Full Job Description