Technology Support Lead - Client Resiliency
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead in Commercial & Investment Bank, 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.
Job responsibilities
- Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
- Execute policies and procedures that ensure operational stability and availability
- 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
- Solid technical background with hands on experience in digital technologies
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Ability to translate technical aspects to non-technical audiences
Strong follow up skills for tracking and remediation of identified actions
Preferred qualifications, capabilities, and skills
- Experience with Grafana, Geneos and Splunk and the data analysis of the outputs
- Knowledge of the Payment process rails such as Real Time Payments, Automated Clearing House, Payment FX processing, Wires, Push to Card, eWallet, and JPM Coin will be beneficial
- Intermediate knowledge and use of PowerPoint for client facing presentations