What are the responsibilities and job description for the Technology Support Lead - Major Incident Management position at JPMorgan Chase & Co?
As a Technology Support Lead in Employee Platforms Production Management, 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
Serve as an senior incident manager for major incidents, driving triage, impact assessment, escalation, stakeholder communications, decision making, and service restoration through closure.
Drive post-incident review, root cause analysis, recurrence prevention, and remediation tracking, ensuring actions are measurable and aligned to resiliency, audit, and control expectations.
Lead with clarity, integrity, and urgency during time-sensitive situations, balancing technical judgment, risk management, customer impact, and transparent executive-level communication.
- Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.
- Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
- Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration
- Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.
- 5 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
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 public cloud
- Proficient in observability and monitoring tools and techniques
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Demonstrated experience leading incident management in a large-scale technology environment, including major incident command, escalation management, restoration coordination, and executive stakeholder communication.
Strong working knowledge of ITIL-aligned incident, problem, and change management practices, including post-incident review, root cause analysis, corrective actions, and recurrence prevention.
Proven leadership skills, including the ability to coach technologists, align teams around priorities, make timely decisions under pressure, and communicate clearly with senior business and technology stakeholders.
Ability to manage operational risk, control requirements, resiliency expectations, and auditability needs while maintaining focus on user impact and service restoration.
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