Technology Support Lead

• *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 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

• *ABOUT US**