Technology Support Lead – Technical Implementation
JPMorgan Chase · Palo Alto, United States +1 · 15d ago
Lead a program organization to deliver measurable reliability and operational excellence outcomes across Payments Production Management.
Job Description
Embark on a transformative journey in technology risk and operational excellence at an iconic financial firm. You will help shape how critical services are delivered, improving reliability, transparency, and outcomes as we modernize how we run production. You will partner with engineering and operations leaders to turn complex initiatives into well-governed programs that drive continuous improvement.
As a Technology Support Lead at JPMorganChase within Payments Production Management team, you will build the structures and operating rhythms that translate a broad portfolio of initiatives into a cohesive transformation roadmap. You will create clarity across diverse stakeholders, establish governance tied to outcomes, and drive disciplined execution that accelerates the evolution of Production Management into a mature Site Reliability Engineering (SRE) organization.
Job responsibilities
- Establish and lead a centralized program function to structure initiatives into clearly defined programs with scope, ownership, milestones, dependencies, and success metrics
- Recruit, develop, and mentor a high-performing team of program leaders and managers to deliver programs end-to-end across the transformation portfolio
- Define scalable roles, standards, and ways of working across Payments Production Management
- Partner with Production Management and engineering leadership to shape a multi-quarter transformation roadmap aligned to reliability maturity goals and business priorities
- Implement portfolio-level governance, including intake, prioritization, sequencing, benefits tracking, and escalation to increase transparency and delivery confidence
- Consolidate fragmented efforts into coherent programs spanning reliability engineering practices, incident management maturity, observability, automation, toil reduction, capacity and performance, and release resilience
- Orchestrate cross-functional execution across engineering, infrastructure, application teams, risk and control partners, product partners, and operations to remove blockers and accelerate delivery
- Track and improve reliability outcomes using agreed performance indicators such as availability, latency, incident frequency and severity, mean time to recovery, change failure rate, toil levels, and automation coverage
- 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.
- Produce executive-ready reporting and communications that connect work to outcomes, risks, decisions, and sustained adoption
- 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
- Demonstrated ability to build and scale a program management organization, including team formation, operating model design, governance, and execution discipline
- Proven program and portfolio leadership with strong delivery rigor, prioritization, and benefits tracking
- Strong systems-thinking mindset and ability to drive continuous improvement through operational metrics and learning loops
- Strong understanding of IT service management and operational excellence, including incident management, problem management, observability, automation, toil reduction, reliability metrics, and service ownership
- Proven ability to create clarity out of ambiguity by structuring loosely defined initiatives into outcome-oriented programs with measurable results
- Exceptional stakeholder management and influencing skills across senior leaders and technical teams in a matrixed environment
- Strong written and verbal communication skills, including executive storytelling and concise status and risk reporting
- 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.
- Bachelor’s degree required
Preferred qualifications, capabilities, and skills
- Experience supporting enterprise-scale payments or regulated financial services environments
- Familiarity with operational metrics frameworks such as service level indicators, service level objectives, and error budgets
- Experience partnering with risk, compliance, and control stakeholders to implement change in highly governed environments
- Experience driving agile-at-scale delivery and or Lean continuous improvement practices
This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorgan Chase’s review of criminal conviction history, including pretrial diversions or program entries.