Technology Support Lead - Technical Implementation

Lead a program organization to deliver measurable reliability and operational excellence outcomes across Payments Production Management.

Job Description

Embark on a transformative journey in technology risk and operational excellence at an iconic financial firm.

You will help shape how critical services are delivered, improving reliability, transparency, and outcomes as we modernize how we run production.

You will partner with engineering and operations leaders to turn complex initiatives into well-governed programs that drive continuous improvement.

As a Technology Support Lead at JPMorganChase within Payments Production Management team, you will build the structures and operating rhythms that translate a broad portfolio of initiatives into a cohesive transformation roadmap.

You will create clarity across diverse stakeholders, establish governance tied to outcomes, and drive disciplined execution that accelerates the evolution of Production Management into a mature Site Reliability Engineering (SRE) organization.

Job responsibilities


* Establish and lead a centralized program function to structure initiatives into clearly defined programs with scope, ownership, milestones, dependencies, and success metrics


* Recruit, develop, and mentor a high-performing team of program leaders and managers to deliver programs end-to-end across the transformation portfolio


* Define scalable roles, standards, and ways of working across Payments Production Management


* Partner with Production Management and engineering leadership to shape a multi-quarter transformation roadmap aligned to reliability maturity goals and business priorities


* Implement portfolio-level governance, including intake, prioritization, sequencing, benefits tracking, and escalation to increase transparency and delivery confidence


* Consolidate fragmented efforts into coherent programs spanning reliability engineering practices, incident management maturity, observability, automation, toil reduction, capacity and performance, and release resilience


* Orchestrate cross-functional execution across engineering, infrastructure, application teams, risk and control partners, product partners, and operations to remove blockers and accelerate delivery


* Track and improve reliability outcomes using agreed performance indicators such as availability, latency, incident frequency and severity, mean time to recovery, change failure rate, toil levels, and automation coverage


* 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.


* Produce executive-ready reporting and communications that connect work to outcomes, risks, decisions, and sustained adoption


* Applies reuse-first, AI-assisted practices across incident/probl...