Technology Support Lead - Premier Client Service Management

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

As a Technology Support Lead in the Payments Technology group, 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.

You will be the face of Payments Technology to the large corporate clients with client communication, technical relationship management, and delivering Root Cause Analysis as large components of this role.

You will drive significant business impact through your capabilities and contributions, and apply deep technical expertise and problem-solving methodologies to tackle a diverse array of challenges that span multiple technologies and applications.

Job responsibilities


* Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm


* Regularly provides technical guidance and direction to support the business and its technical teams


* Provide technical support for customers post-sales processes and provide developers with customers' feedback


* Report on multiple product performances using service level agreements as basis


* Analyze customers' needs and suggest upgrades or additional features to meet their requirements


* Liaise with the sales department and product teams to ensure new products and current concerns are being addressed


* Execute policies and procedures that ensure operational stability and availability

Required qualifications, capabilities, and skills


* 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services


* Solid technical background with hands on experience in digital technologies


* Excellent verbal and written communication skills


* Strong analytical and problem-solving skills


* Ability to translate technical aspects to non-technical audiences


* Strong follow up skills for tracking and remediation of identified actions


* 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

Preferred qualifications, capabilities, and skills


* Experience with Grafana, Geneos and Splunk and the data analysis of the outputs


* Knowledge of the Payment process rails such as Real Time Payments, Automated Clearing House, Payment FX processing, Wires, Push to Card, eWallet, and JPM Coin


* Intermediate knowledge and use...