Technology Support Lead - Business Resiliency Incident & Crisis Management

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Technology Support Lead in Infrastructure Platforms team, 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. Given the critical role JPMC plays in the world economy, Business Resiliency remains a key area of focus for the Firm. Enterprise Technology (ET) Crisis Management (CM) is responsible for providing dedicated Incident and Crisis Business Resiliency support within ET, including assets such as staff, sites, processes and functions. This enables ET to swiftly adapt and respond to disruptive events—whether local, regional or global—in order to maintain owned Essential Services while safeguarding people, assets and the reputation of JPMC. You’ll be responsible for stakeholder communication and client relationship management. You’ll use critical thinking to establish the team’s functional goals and set priorities and objectives that align with our overall strategy. You’ll coach, manage and mentor people, both in-house and in collaboration with our talented and dedicated problem-solving technologists across the JPMorgan Chase & Co. global network. 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 and support Firmwide published policies and standards, partnering with Enterprise Technology stakeholders and the Firmwide Resiliency Office to ensure consistent governance and adherence. Monitor and triage disruption events for impact to Enterprise Technology staff, sites, processes and functions; manage timely stakeholder communications, escalation and coordination; invoke recovery strategies and the crisis management process where required; and support return to Business As Usual (BAU) once impacts are stabilized and recovery actions are complete. Participate in Firmwide Simulation Utility (FSU)-led annual events to validate end-to-end resilience of recovery plans supporting Essential Services, including alignment to defined impact tolerances. Actively support simulated technology crisis exercises requiring recovery of all in-scope applications in a data center, using established Incident Management and Crisis Management processes. Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration 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 or 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services 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. 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 Experience in business resiliency, crisis management, operational risk, or global security/intelligence functions Demonstrated ability to make data-driven, time-sensitive decisions across the end-to-end incident/crisis lifecycle Strong global stakeholder management skills; proven ability to build relationships with both business and technical teams Calm, detail-oriented execution under pressure; able to manage multiple priorities and deliver accurate outputs Clear, audience-appropriate written and verbal communication, including concise escalation of critical issues Preferred qualifications, capabilities, and skills CI certification (CBCI) preferred; in-date certification a plus Self-starter with a continuous-improvement mindset; able to translate observations into practical, process-based recommendations