Technology Support Lead

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

Bring your Technology operations support expertise and join a team that manages one of the largest global remote access platforms, providing connectivity for more than 340,000 users.

The role combines hands-on platform support, incident response, change delivery, automation, monitoring, and continuous improvement across Cisco-based security and remote access products.

As a Technology Support Lead at JPMorganChase in the Remote Access Team, you will help ensure the stability, availability, and secure operation of the firm's remote-access and network security environment.

In this role, you will apply your technical expertise to support remote-access VPN, site-to-site VPN, perimeter firewall, network assurance, and security operations services across a large enterprise environment.

Your success in this role will rely on using your hands-on experience with Cisco security platforms, disciplined incident and change management practices, and close collaboration with Network Engineering, Identity, SecOps, and Service Desk teams to keep remote connectivity fast, reliable, and secure.

Job responsibilities


* Provides Level 2 and Level 3 support for remote-access VPN services, including SSL/IPsec, AnyConnect / Cisco Secure Client, site-to-site VPN, and perimeter firewall services.


* Triages, diagnoses, and resolves incidents across Cisco ASA, Firepower Threat Defense, Identity Services Engine, and supporting infrastructure within agreed service levels.


* Participates in a 24x7 on-call rotation for P1/P2 incidents affecting remote connectivity or perimeter security.


* Leads major incident bridges, drive root-cause analysis, and deliver post-incident reviews with concrete preventative actions.


* Plans, peer review, and implement standard and complex changes through Cisco Security Manager, Cisco Defense Orchestrator, FMC/FCM, and related platforms, including policy, NAT, ACL, VPN, SSL decryption, IPS tuning, and URL filtering changes.


* Manages ISE policy sets, authentication and authorization rules, posture, profiling, certificate services, and integrations with Active Directory, MFA, and pxGrid.


* Maintains Firepower software lifecycle on FCM-managed chassis, including FXOS upgrades, FTD high-availability pairs, clustering, and logical device provisioning.


* Operates and extend ThousandEyes coverage across Cloud, Enterprise, and Endpoint agents to monitor remote-access user experience, ISP/SaaS dependencies, and BGP/path health.


* Builds and tune dashboards, alerts, and synthetic tests; correlate ThousandEyes findings with firewall and VPN telemetry to shorten mean time to detect and mean time to restore.


* Supports audit, vulnerability management, and certificate lifecycle activities, including PKI and SAML/OIDC identity provider integrations.


* Reduces operational toil through scripting...