Technology Support Lead, Incident Management
Technology Support Lead, Incident Management
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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 Corporate and Investment Banking (CIB) Technology - Incident Management team. 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 firms 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.
The CIB Technology Incident Management team is a highly skilled global team empowered to make critical decisions during technology incidents to swiftly restore client services. This team minimizes recovery time variability and is essential in safeguarding the firms revenues and client relationships. We seek a senior Incident Manager to lead major technology-related incidents impacting the Corporate and Investment Bank (CIB). The ideal candidate should have experience as a Lead technologist Incident manager or application support leader.
Job responsibilities
- Drive the technical recovery bridge (provide command & control service) to manage all diagnostic and resolution activities.
- Identify all resources needed to resolve the incident including those from JPMC partners external vendors and JPMC lines of business.
- Execute policies and procedures that ensure operational stability and availability.
- Escalate and communicate issues and solutions to the business and technology stakeholders.
- Ensure responsibility for high-quality consistent and accurate incident and process-related data.
- Participate in post-incident reviews and problem management activities.
- Contribute proactively to improvement activities during incident downtime. This includes automation toil reduction process reviews.
Required qualifications capabilities and skills
- Formal training or certification on technology support concepts and 5 years applied experience troubleshooting resolving and maintaining information technology services.
- Bachelors degree in computer science or equivalent
- Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Broad understanding of technology frameworks across cloud distributed midrange and mainframe technologies.
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Proficient in observability and monitoring tools and techniques
- Prior experience in running incident bridges for application and/or technology issues.
- Knowledge and understanding of Incident Management best practices skills and tools.
- Excellent communication skills (both written and oral) with the ability to demonstrate confidence with senior technology and business management and possess the ability to influence others across all contributing teams and disciplines.
- Strong team player with the ability to foster relationships from both a business and technical perspective.
- Monthly weekend out of hours coverage is anticipated as part of this role
Preferred qualifications capabilities and skills
- Working knowledge in one or more general purpose programming languages and/or automation scripting. Python is preferred.
- ITIL Expert
- General understanding of Financial Services and key drivers of business performance.
- Experience with ServiceNow Tableau and Alteryx
Employment Type
Full-Time
