Technology Support Lead - Client Resiliency

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

As a Technology Support Lead in Corporate 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.

• Regularly provides technical guidance and direction to support the business and its technical teams
• Provide technical support for customers post-sales processes and provide developers with customers’ feedback
• Report on multiple product performances using service level agreements as basis
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
• Liaise with the sales department and product teams to ensure new products and current concerns are being addressed
• Serves as a function-wide subject matter expert in one or more areas of focus
• Influences peers and project decision-makers to consider the use and application of leading-edge technologies
• Adds to the team culture of diversity, opportunity, inclusion, and respect

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Solid technical background with hands on experience in digital technologies
• Excellent verbal and written communication skills required for client and partner conversations
• Strong analytical and problem-solving skills to assist in troubleshooting
• Ability to translate technical aspects to non-technical audiences
• Strong follow up skills for tracking and remediation of identified actions with a solution focus

• Experience with Grafana, Geneos and Splunk and the data analysis of the outputs
• Knowledge of the Payment process rails such as Real Time Payments, Automated Clearing House, Payment FX processing, Wires, Push to Card, eWallet, and JPM Coin
• Intermediate knowledge and use of PowerPoint for client facing presentations