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Technology Support Lead at Chase in Houston, TX
Job Description
Technology Support Lead
Location: Houston, TX, United States
As a Technology Support Lead at JPMorgan Chase within the Commercial and Investment Bank, you will serve as a senior technical authority responsible for ensuring the stability, performance, and continuous improvement of critical technology platforms that support global banking and markets operations. You will bring deep technical expertise and a solutions-driven mindset to complex support challenges, directly enabling the firm's ability to serve clients and execute at scale. This is a unique opportunity to lead at the intersection of technology and financial services — where your contributions have real, measurable impact on the business every day.
Job responsibilities
- Lead the resolution of complex, high-priority technology incidents, serving as the primary escalation point and ensuring timely communication to stakeholders throughout the incident lifecycle
- Drive root cause analysis and problem management processes, translating findings into permanent fixes and preventative measures that reduce recurring issues
- Partner with software engineering, infrastructure, and business teams to ensure supportability is embedded into new technology deployments and platform changes
- Develop and maintain runbooks, operational procedures, and knowledge base documentation to improve team efficiency and consistency of service delivery
- Monitor system health, performance, and capacity across supported platforms, proactively identifying and addressing risks before they impact operations
- Lead and mentor a team of technology support engineers, providing technical guidance, coaching, and career development support
- Collaborate with product and engineering teams to advocate for operational improvements, automation opportunities, and tooling enhancements that reduce toil
- Define and track key support metrics, including mean time to resolution and incident trends, using data to drive continuous service improvement
- Engage directly with business stakeholders and technology partners to communicate service status, risk posture, and improvement initiatives
Required qualifications, capabilities, and skills
- Formal training or certification on technology support concepts and 5+ years applied experience
- Demonstrated experience leading technology support or operations functions within a large-scale, complex enterprise environment
- Strong proficiency in diagnosing and resolving issues across infrastructure, application, and network layers in a production setting
- Experience with incident management frameworks and IT service management practices, including ticketing and escalation workflows
- Proficiency in scripting or automation (e.g., Python, PowerShell, or Bash) to streamline operational tasks and reduce manual effort
- Hands-on experience with monitoring and observability tools for proactive system health management and alerting
- Proven ability to lead technical teams and drive cross-functional collaboration to resolve complex issues under pressure
- Strong communication skills with the ability to translate technical concepts clearly for both technical and non-technical audiences
Preferred qualifications, capabilities, and skills
- Experience supporting trading, markets, or banking technology platforms within a financial services environment
- Familiarity with cloud platforms and containerized environments (e.g., AWS, Azure, Kubernetes) in a support or operations capacity
- Knowledge of change management and release management processes within regulated enterprise environments
- Experience implementing automation and self-healing capabilities to improve platform resilience and reduce operational overhead
- Relevant industry certifications such as ITIL, AWS, or equivalent technology support credentials
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans