IT & Software

Technology Support Lead

JP Morgan Chase

London · Greater London · United Kingdom

Overview

In this role, you will lead technologist teams to deliver end-to-end application and infrastructure services that sustain critical business operations. You will anticipate issues, guide incident response, and drive stability and service restoration through strong cross-functional collaboration. You’ll build relationships with internal clients and stakeholders to support revenue-impacting issues, while advocating for observability-driven improvements. This is a hands-on leadership position at a global bank focused on reliable, scalable technology delivery.

Responsibilities
  • Lead teams delivering end-to-end application or infrastructure service for business operations
  • Anticipate and mitigate problems before they occur
  • Enforce policies ensuring operational stability and availability
  • Monitor production environments, address anomalies, and evolve observability practices
  • Escalate and communicate issues to business and technology stakeholders from incident to restoration
  • Lead incident, problem, and change management for full stack systems
  • Drive service improvement initiatives across regions and locations
  • Review technology roadmaps with local leadership
  • Coordinate resources for 3rd level support escalations
  • Foster consensus between technical and business teams to resolve open issues
Key requirements
  • Extensive experience troubleshooting, resolving, and maintaining IT services with workplace technologies
  • Experience managing applications or infrastructure in large-scale environments (on-premises and cloud)
  • Proficiency in observability and monitoring tools and techniques
  • Experience with ITIL processes
  • AI skills / integration with Copilot / LLM suites
  • Strong written and verbal communication and client engagement skills
  • Ability to translate technical concepts for non-technical audiences and vice versa
  • Ability to work independently and in teams, with strong organizational and interpersonal skills
  • Strong analytical and troubleshooting skills
  • Advanced proficiency in Word, Excel, PowerPoint, MS Teams, OneNote, OneDrive
  • strong communication
  • client engagement
  • collaboration
  • observability and monitoring tools
  • ITIL processes
  • cloud and on-prem infrastructure management

Reference: WJ-747_30167484

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