Lead a program organization to deliver measurable reliability and operational excellence outcomes across Payments Production Management.

Job Description

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.
• Bachelors 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