Technology Support Lead - Incident Management & Response

JP Morgan

Location: Dorset

Job Type: Full time


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

As a Technology Support Lead in CTC, 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.

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
  • Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
  • Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
  • Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

  • Significant experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
  • Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
  • Proficient in observability and monitoring tools and techniques
  • Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
  • Demonstrates Command & Controls, Documentation and Communication skills in previous roles
  • Experience with communicating technical topics both in writing and verbally to senior management from a technical or non-technical background
  • Ability to work closely in partnership with the business, technology, and project management partners to execute on projects and improvements for the CTC IMR team, e.g., research, internal procedure uplift, internal tools development and uplift, as well as work quality improvements
  • Ability to ask questions and understand the technologies and business functions supported well enough to facilitate working troubleshooting sessions whilst being able to influence senior technology managers across organizational boundaries through formal and informal channels
  • Experience with analyzing operational metrics to identify process improvements
  • Basic understanding of various Operations Systems, Network Fundamentals, Cyber Tools, Cloud architecture, etc.
  • High level understanding of cybersecurity attack frameworks, i.e. MITRE ATT&CK, Cyber Kill Chain.

Preferred qualifications, capabilities, and skills

  • Working knowledge in one or more general purpose programming languages and/or automation scripting
  • Practical experience with public cloud
  • Baseline Cybersecurity Certifications (i.e. Security+, etc.) desired.