Technology Support Lead

As an Application Support Engineer in the Securities Services technology group at JPMorganChase you will take on a pivotal business-focused technology support/SRE role. Your main responsibilities include providing application support for various Securities Services products across Asia Pacific and worldwide. This role presents a real opportunity for professional advancement in a rapidly growing sector. You will act as the primary technology liaison for business and operations teams in Manila and throughout Asia Pacific delivering business-oriented technology support and managing production incidents through to resolution.

Job responsibilities

• Deliver technology application support to business and operations teams across the Asia Pacific region.
• Review and implement technology releases infrastructure updates disaster recovery exercises and patch management.
• Oversee production technology incidents ensuring prompt engagement escalation and clear communication with business technology and vendor partners.
• Troubleshoot database issues and address data/report concerns.
• Enhance support documentation and procedures.
• Collaborate within a global follow-the-sun support model.
• Serve as a Subject Matter Expert (SME) for key applications maintaining global best practices and standards.
• Conduct root cause analysis (RCA) after incidents identify track and implement preventive actions.
• Contribute to the development of tools frameworks and techniques to boost productivity and quality in production support applying SRE principles.
• Develop and maintain automation tools to improve platform reliability and team efficiency.
• Provide support during early APAC hours and participate in rotational weekend coverage.
• 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.

• 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.

  
  

Required Qualifications Skills and Experience

• Bachelors degree in Engineering Computer Science or Information Technology.
• Over 10 years of experience in application support and production management.
• Strong database expertise including SQL for data investigations.
• Proven experience in Production Support and SRE with a solid understanding of SRE protocols and methodologies.
• Support management skills including designing and using monitoring dashboards generating service KPIs reporting on stability and performance and monitoring logs/message buses.
• Experience in technology disaster recovery planning and execution.
• Demonstrated ability to lead Incident and Problem Management calls for business-critical outages conduct post-incident analysis and implement preventive measures.
• Excellent analytical and problem-solving abilities.
• Capable of driving issue resolution across multiple support teams.
• 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.

Technical Experience and Skills

• Operating Systems: Unix Windows.
• Kubernetes for container orchestration.
• Scripting languages: Perl Python Linux/UNIX shell.
• Databases: Oracle MS-SQL PostgreSQL Cassandra.
• Telemetry and application performance monitoring tools: Splunk AppDynamics Dynatrace Grafana ITRS Geneos.
• Schedulers: Control-M Autosys.
• Experience with cloud platforms (AWS Google Cloud) is advantageous.
• Familiarity with Splunk for log analysis and monitoring.

Preferred qualifications capabilities and skills

• ITIL v4 certification is a plus.

• AWS experience and certification including familiarity with core AWS services (EC2 S3 EKS RDS Cloudwatch) is desirable.