Application Support - Technology Support Lead

Location: Wilmington, DE, United States

Job Family: Technology Support

About the Role

At JP Morgan Chase, we are a leading global financial services firm with operations spanning investment banking, consumer and community banking, commercial banking, and asset and wealth management. As the Application Support - Technology Support Lead in our Wilmington, DE office, you will play a pivotal role in leading technology teams to ensure the operational stability and high performance of our mission-critical applications. This position within the Technology Support category demands a strategic leader who can navigate the complexities of the financial industry, where system reliability directly impacts client trust, regulatory compliance, and business outcomes. You will oversee support for applications that power everything from real-time trading platforms to secure payment processing, contributing to JP Morgan Chase's reputation for innovation and resilience in a competitive landscape. In this leadership role, you will manage a team responsible for proactive monitoring, rapid incident resolution, and continuous optimization of technology infrastructure. Collaborating closely with cross-functional teams including software engineers, infrastructure specialists, and business analysts, you will drive enhancements that reduce downtime and improve efficiency in our high-volume financial operations. Your expertise in root cause analysis and preventive strategies will be essential to maintaining the 99.99% uptime standards expected in banking, while ensuring adherence to stringent regulations like Dodd-Frank and Basel III. This is an opportunity to lead impactful projects that support JP Morgan Chase's digital transformation initiatives, leveraging cutting-edge tools to safeguard and scale our global financial services. We value professionals who thrive in dynamic, 24/7 environments and bring a passion for technology in finance. As part of our Technology Support team, you will mentor emerging talent, foster a culture of accountability and innovation, and contribute to the firm's overarching goal of delivering superior client experiences. Join JP Morgan Chase in Wilmington, DE, and be at the forefront of shaping the future of financial technology support.

Key Responsibilities

• Lead a team of application support engineers to monitor, troubleshoot, and resolve issues in critical financial technology systems
• Collaborate with development, infrastructure, and business teams to enhance system stability and performance
• Oversee incident response processes, ensuring minimal impact on JP Morgan Chase's trading, lending, and client services operations
• Conduct root cause analysis for production incidents and implement preventive measures to mitigate risks
• Manage on-call rotations and escalate issues to senior stakeholders as needed in a fast-paced financial environment
• Drive continuous improvement initiatives, including automation of support tasks and adoption of monitoring tools
• Ensure compliance with regulatory standards and internal policies for technology support in banking operations
• Mentor team members on best practices for application support in the financial services sector
• Coordinate with global teams to support 24/7 operations across JP Morgan Chase's international footprint
• Track and report on key performance metrics for technology support, aligning with firm-wide operational goals

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in application support or technology operations within the financial services industry
• Proven leadership experience managing technology support teams in a high-stakes environment
• Strong understanding of financial systems, including core banking applications and regulatory compliance requirements
• Experience with incident management, problem resolution, and root cause analysis in production environments
• Familiarity with agile methodologies and DevOps practices in a financial context
• Ability to work in a 24/7 operational support model with on-call responsibilities

Preferred Qualifications

• Advanced degree or certifications such as ITIL, AWS Certified Solutions Architect, or similar
• Experience supporting trading platforms, risk management systems, or payment processing at a major bank
• Knowledge of cybersecurity best practices and data privacy regulations like GDPR and SOX
• Prior experience at a global financial institution like JP Morgan Chase
• Demonstrated success in driving operational improvements and reducing downtime in financial applications

Required Skills

• Proficiency in Java, Python, or similar programming languages for scripting and automation
• Expertise in monitoring tools like Splunk, AppDynamics, or Dynatrace
• Strong knowledge of cloud platforms such as AWS, Azure, or Google Cloud
• Experience with databases including SQL Server, Oracle, or NoSQL solutions
• Familiarity with CI/CD pipelines and containerization technologies like Docker and Kubernetes
• Incident management and ticketing systems such as ServiceNow or Jira
• Understanding of networking protocols, firewalls, and load balancers in secure financial environments
• Leadership and team management skills
• Excellent problem-solving and analytical abilities under pressure
• Effective communication and stakeholder management
• Knowledge of financial regulations and compliance frameworks
• Agile and Scrum methodologies
• Data analysis and reporting using tools like Excel or Tableau
• Cybersecurity awareness and vulnerability management
• Adaptability to evolving technology trends in banking

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company matching
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through JP Morgan's internal training programs and tuition reimbursement
• Employee stock purchase plan and financial wellness resources
• On-site fitness centers, wellness programs, and mental health support
• Flexible work arrangements and relocation assistance for eligible roles

JP Morgan Chase is an equal opportunity employer.