Technical Support Lead Web

Role Overview

Johnson Controls is looking for a highly skilled and experienced Technical Support Lead Web to take end-to-end ownership of the organizations global web landscape comprising a diverse mix of legacy and modern web platforms. These websites are built using multiple technologies (CMS platforms custom frameworks static siteslegacyarchitectures) and are hosted across internal infrastructure as well as third-party vendor environments.

This role is critical in establishing a centralized governance model to ensure that every web property adheres to enterprise-grade standards for security performance availability and compliance. The individual willhaveaccountability for web support functions and will proactively mitigate risks enhance digital experience quality and drive operational excellence across the ecosystem.

You will collaborate closely with security teams infrastructure teams digital marketing and external vendors ensuring alignment with Johnson Controls policies while continuously improving the reliability and performance of all public-facing digital assets.

Key Responsibilities

1. Web Landscape Ownership & Governance

• Own the lifecycle management of the global web ecosystem including inventory architecture visibility and operational health

• Establish maintain and enforce enterprise-wide governance frameworks standards and guardrails for web platforms

• Develop and maintain a centralized catalog of all websites including technology stack hosting model ownership and criticality

• Standardize operational processes documentation and compliance checkpoints across all web properties

2. Security Risk Management & Compliance

• Ensure all web applications adhere to Johnson Controls security policies and global compliance requirements

• Continuously identify and remediate security vulnerabilities misconfigurations and outdated dependencies

• Oversee implementation and governance of security layers such as WAF SSL/TLS DDoS protection and access controls

• Partner with cybersecurity teams to conduct periodic audits penetration testing and vulnerability assessments

• Define and enforce incident response protocols for security breaches and ensure timely mitigation

• Track and report risk posture and compliance status across the web ecosystem

3. Vendor & Stakeholder Management

• Serve as the primary point of contact for all external vendors hosting or managing JohnsonControlsweb properties

• Ensure vendors strictly adhere to security standards SLAs contractual obligations and performance benchmarks

• Conduct regular vendor reviews audits and compliance checks

• Collaborate with procurement legal and security teams to ensure vendor governance alignment

• Drive accountability and continuous improvement through KPIs scorecards and operational reviews

4. Performance Monitoring & Optimization

• Define and monitor Core Web Vitals and other key performance indicators across all websites

• Establish baseline benchmarks aligned with industry standards for performance SEO and accessibility

• Implement tools and frameworks to track real user metrics (RUM) and synthetic monitoring

• Identify performance bottlenecks and lead initiatives to optimize page load times responsiveness and stability

• Work with development and infrastructure teams to implement performance best practices

5. Incident Management & Production Support

• Act as the lead escalation point for any web-related incidents impacting availability performance or security

• Define and manage incident management processes including prioritization triaging and escalation matrices

• Ensure effective monitoring alerting logging and observability strategies are in place

• Lead root cause analysis and drive permanent fixes to prevent recurrence

• Ensure adherence to SLAs for incident resolution and uptime commitments

6. Continuous Improvement & Modernization

• Evaluate the current web ecosystem to identify technical debt redundancies and modernization opportunities

• Drive initiatives to consolidate optimize and modernize legacy platforms

• Introduce automation for monitoring reporting compliance checks and operational efficiency

• Promote adoption of modern web practices (headless CMS edge hosting CI/CD pipelines etc.)

• Foster a proactive support culture shifting from reactive issue handling to predictive prevention

7. Reporting & Metrics

• Develop dashboards and reports capturing:

• Security posture and vulnerability trends

• Website performance and Core Web Vitals

• Vendor SLA adherence

• Incident trends and resolution timelines

• Present insights and recommendations to senior leadership and stakeholders

• Drive data-backed decisions to continuously improve the web ecosystem

Required Qualifications

• Bachelors degree in Computer Science Information Technology or a related discipline

• 10 years of experience in web technologies digital platforms or production support roles

• Extensive knowledge of:

• Web architectures (CMS platforms headless microservices monoliths)

• Hosting environments (cloud on-prem CDN edge networks)

• Web security principles (OWASP WAF SSL DDoS protection IAM)

• Proven experience in managing large-scale multi-vendor web ecosystems

• Hands-on experience with monitoring tools performance tuning and incident management

• Experience with enterprise platforms such as Sitecore or similar CMS solutions

• Familiarity with Core Web Vitals tools (Google LighthousePageSpeedInsights etc.)

• Knowledge of modern frontend frameworks (React ) and DevOps practices (CI/CD pipelines)

• Exposure to cloud platforms (Azure AWS GCP) and edge hosting providers (e.g. Vercel Akamai Cloudflare)

• Strong leadership with the ability to drive cross-functional alignment

• Deep understanding of risk management and compliance frameworks

• Analytical mindset with a focus on data-driven insights and decisions

• Ability to manage complex distributed environments with multiple stakeholders

• Effective communication skills for both technical and non-technical audiences