Technology Support Lead
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, 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.
The Change Management Process Lead will be a member of Global Change Management team under Technology Operate and Production Management Tools Product Line.
The lead will work with a team of highly motivated people to develop functional goals and priorities that align with the overall product line strategy.
Job responsibilities
* Working with Service Now product team to design and automated controls.
* Execute policies and procedures that ensure operational stability and availability.
* Periodic review of controls and process.
* Working with LOB partners to prioritize Service Now tool enhancements from process standpoint.
* Working closely with Incident and Problem teams and understanding the interlinks for process updates.
* Exploring new opportunities in the modern technology stack to identify potential process uplift.
* Keeping abreast of the industry standards and implementing best practices.
* Planning and implementing metrics liaising with LOB partners.
* Preparing and responding to audit and risk queries.
Required qualifications, capabilities, and skills
* 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
* Expertise in product and infrastructure support, with a good understanding of core infrastructure technology (i.e., Network, Storage, Compute).
* Knowledge of risk and controls landscape, ensuring company-wide standards are met.
* Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
* Expertise in ServiceNow with proven experience in supporting transformational and migration activities, including functional QA and UAT testing of Service Now.
* Able to articulate in practical terms the relationship between Change, Incident and Problem as well as Request, to recommend workflows and engagements across the processes.
* Experience with Release and Software Development Life Cycle.
* Experience with developing process documentation and job aids for firm-wide distribution
* Proven ability to motivate others and lead change.
* Proven ability to work under pressure on multiple work streams within demanding project timeframes.
* Fluent in SharePoint, MS Teams, Jira, Confluence, and Excel.
Preferred qualifications, capabilities, and skills
* Practical experience with public clo...
- Rate: Not Specified
- Location: San Francisco, US-CA
- Type: Permanent
- Industry: Finance
- Recruiter: JPMorgan Chase Bank, N.A.
- Contact: Not Specified
- Email: to view click here
- Reference: 210558597
- Posted: 2024-09-22 09:44:37 -
- View all Jobs from JPMorgan Chase Bank, N.A.
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