Technology Support Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Commercial & Investment Bank, 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 firm's 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

• Serves as the day-to-day technology partner for large corporate clients, owning communication and follow-through across incidents, enhancements, and key updates.
• Provides technical guidance and direction to support business stakeholders and technology teams.
• Supports customers post-sale by investigating issues, answering technical questions, and translating feedback into actionable insights for product and engineering teams.
• Monitors and report on product/service performance using SLAs and other agreed service metrics.
• Understands client needs and recommend upgrades, configurations, or additional features to improve outcomes.
• Partners closely with Sales and Product to ensure launches, enhancements, and current client concerns are addressed effectively.
• Acts as a subject matter expert in one or more focus areas and help drive consistent best practices.
• 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, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong technical foundation with hands-on experience in digital technologies.
• Excellent written and verbal communication skills, including clear client-facing updates.
• Strong analytical and problem-solving skills, with the ability to drive issues to root cause and remediation.
• Ability to translate technical concepts for non-technical audiences and tailor messaging to different stakeholders.
• Strong follow-up and execution discipline to track actions through closure.
• 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.

Preferred qualifications, capabilities, and skills

• Experience with observability/monitoring tools such as Grafana, Geneos, and Splunk, including analysis of outputs.
• Knowledge of payments rails and related processing (e.g., Real Time Payments, Automated Clearing House, payment FX processing, wires, push-to-card, eWallet, and JPM Coin).
• Intermediate skills to use tools for building client-facing presentations.
• Experience in client facing roles will be an add-on