As a Technology Support Lead at JPMorganChase as part of our Mainframe and Mid-Range Compute Site Reliability and Engineering team, you will apply your depth of knowledge and expertise across all aspects of infrastructure support and the software development lifecycle. You'll partner continuously with stakeholders to stay focused on common goals, driving stability, availability, and innovation across a globally distributed environment. We embrace a culture of experimentation and constantly strive for improvement and learning — you'll work in a collaborative, trusting, thought-provoking environment that encourages diversity of thought and creative solutions in the best interests of our customers, globally.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Execute policies and procedures that ensure operational stability and availability across a 24x7 production environment
• Monitor production environments for anomalies, address issues, and drive the evolution and utilization of standard observability tools
• Escalate and communicate issues and solutions to business and technology stakeholders, actively participating from incident resolution through service restoration
• Lead incident, problem, and change management in support of full-stack technology systems, applications, and infrastructure
• Host and facilitate bridge calls, communicating effectively with large groups of individuals across all levels of the organization
• Administer and troubleshoot Mainframe-related components, ensuring continuous operational health and performance
• 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.
• 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

• Formal training or certification on technology support concepts and 5+ years applied experience
• 8+ years of experience operating and managing IBM z-Series environments
• Demonstrated leadership of operational and site reliability engineering teams in a 24x7 support environment, including all aspects of people management
• Strong understanding of infrastructure architecture including servers, storage, network, database, and application components
• Extensive knowledge of replication technologies such as IBM CSM and GDPS
• Expertise in administering z-Series and Hardware Management Console (HMC), including firmware and microcode upgrades
• Demonstrated understanding of security standards including working knowledge of SSH protocol, transaction-based systems, IMS, CICS, DB2, and WebSphere
• Experience managing ServiceNow, including workflow, ticket, and resolution management across a global 24x7 environment, with demonstrated expertise in incident, problem, and change management processes
• Ability to troubleshoot priority incidents, facilitate blameless post-mortems, and ensure permanent closure of incidents
• 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.

Preferred qualifications, capabilities, and skills

• Working knowledge of one or more general-purpose programming languages and/or automation scripting, with practical experience in Python development
• Knowledge of Site Reliability Engineering principles — including the ability to design, code, test, and deliver software to automate manual operational work
• Familiarity with multiple batch scheduling tools, notably CA-7, Control-M, and Zeke, along with a solid working knowledge of Job Control Language (JCL)
• Experience with Netcool support in a large-scale environment
• Demonstrated ability to engage with IBM z-Series engineering and build teams on architecture, development, stability, and continuous improvement to advance product vision and satisfy customer needs