Technology Support Lead - Problem Manager HC2

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 Consumer & Community Banking 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

• Perform root cause analysis (RCA) on major impacting incidents, as well as standard incidents with potential for impact, ensuring root cause and tactical/strategic actions are identified.
• Coordinate, convene, and facilitate major problem review meetings across the North America region, and other regions where needed.
• Proactively analyze and define problem areas, developing strategic efforts across all levels of priority/severity. Apply RCA lessons learned across the technology environment.
• Partner with business resources and develop actions to eliminate recurrence on "business-owned" incidents.
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently.
• Ensure the problem records are accurate and progress through the Problem Management process in a timely and prioritized fashion.
• Manage and maintain information in the ServiceNow tool and other artifacts as necessary.
• Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives in an agile approach.
• Drive continuous improvement initiatives and implement best practices in Problem Management.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing Root Cause Analysis (RCA) in a system of record such as Service Now.
• Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
• Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
• Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
• Ability to influence and lead technical conversations with various application support groups that include technical leaders, IT professionals, developers, and architects.
• Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
• Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
• Understanding of observability and monitoring tools and techniques.
• Excellent communication, technical writing, presentation, and relationship management skills.

Preferred qualifications, capabilities, and skills

• ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
• Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
• Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
• Practical experience with public cloud.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.