Technology Support Lead Incident Management
Share
Job Location:
Houston, MS - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Join our dynamic team to innovate and refine technology operations impacting the core of our business services.
As a Technology Support Lead in Corporate Technology organization 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.
Job responsibilities
- Leads teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
- Executes policies and procedures that ensure operational stability and availability
- Monitors production environments for anomalies address issues and drive evolution of utilization of standard observability tools
- Escalates and communicate issues and solutions to the business and technology stakeholdersactively participating from incident resolution to service restoration
- Leads incident problem and change management in support of full stack technology systems applications or infrastructure
- Participates in process improvement to ensure improved future performance of the team
- Actively designs and manages personal improvement plan to set and meet team and individual performance goals while mentoring and coaching junior members of the team
- Participates in post-incident reviews and problem management activities
- Proactively contributes to improvement activities during incident downtime
- Reviews the Corporate Technology environment to proactively identify events or lower severity incidents
- Builds relationships both from a customer and technical perspective including with the problem and change management teams
Required qualifications capabilities and skills
- 5 years of experience or equivalent expertise troubleshooting resolving and maintaining information technology services
- 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 with one or more general purpose programming languages and/or automation scripting such as SQL Python Java or Splunk
- Expertise with Incident Management tools such as ServiceNow
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Previous experience managing Major Incidents in a large environment
- Proficient knowledge and understanding of Incident Management practices skills and tools
- Broad understanding of technology frameworks across mainframe midrange and distributed
- Ability to support others across all contributing teams and disciplines
- Ability to foster relationships from both a business and technical perspective including with senior Technology and Business management
Preferred qualifications capabilities and skills
- Practical experience with public cloud preferably with AWS
- ITIL training and certification preferred
- Proficient knowledge of Financial Services industry
- Six Sigma training is a plus
Key Skills
- Computer Science
- SQL
- Active Directory
- Customer Service
- Incident Management
- Access Points
- OS
- Asset Management
- Linux
- VPN
- User Accounts
- Desktop
- Backup
- Technical Support
- Application Support
About Company
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans ov ... View more
