Technology Support Lead – Technical Implementation

Technology Support Lead – Technical Implementation

Palo Alto, CA, United States and 1 more

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Job Information

Job Identification

210785974

Job Category

Technology Support

Business Unit

Commercial & Investment Bank

Posting Date

09/09/2026, 12:40 PM

Locations

Palo Alto, CA, United States

Chicago, IL, United States

Job Schedule

Full time

Base Pay/Salary

Palo Alto,CA $147,250.00-$200,000.00; Chicago,IL $123,500.00-$175,000.00

Job Description

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.

• 5+ years troubleshooting and maintaining IT services with strong IT service management knowledge
• Proven program management leadership, team building, governance, and delivery rigor
• Bachelor’s degree and experience using enterprise-authorized AI in production operations with strong validation skills