SAP- Technology Support Lead NAMR

Location: Chicago, IL, United States

Job Family: Technology Support

About the Role

At JP Morgan Chase, we are a leading global financial services firm committed to innovation and excellence in banking, investment, and asset management. As the SAP Technology Support Lead for NAMR (North America and Middle East), you will play a pivotal role in leading technology teams to enhance operational stability and performance of our SAP ecosystem. This position is based in our Chicago office, where you will drive support strategies that underpin critical financial operations, ensuring seamless system availability for trading, risk management, and compliance activities in a highly regulated environment. Your leadership will directly contribute to minimizing disruptions and optimizing efficiency across our diverse portfolio of clients and markets. In this leadership role, you will oversee a team responsible for proactive monitoring, incident resolution, and continuous improvement of SAP applications, including integrations with core banking systems. You will collaborate closely with business units, global IT partners, and external vendors to implement robust support frameworks aligned with ITIL best practices. Key focus areas include root cause analysis for complex issues, capacity planning to support growing transaction volumes, and fostering a culture of knowledge sharing within the team. At JP Morgan Chase, your efforts will safeguard the integrity of financial data and enable innovative solutions that power our clients' success in a competitive landscape. We value diverse perspectives and offer opportunities for professional growth in a supportive, inclusive culture. Joining JP Morgan Chase means being part of a world-class organization where your expertise in technology support can make a tangible impact on global finance. If you are a strategic thinker with a passion for operational excellence, this role provides the platform to lead transformative initiatives in one of the industry's most dynamic sectors.

Key Responsibilities

• Lead a team of technology support professionals to ensure the stability and optimal performance of SAP systems across JP Morgan Chase's North America and Middle East operations
• Oversee incident management, root cause analysis, and resolution for SAP-related issues to minimize downtime in critical financial processes
• Collaborate with global IT teams, business stakeholders, and vendors to implement enhancements and upgrades to SAP infrastructure
• Develop and maintain operational procedures, SLAs, and KPIs to drive continuous improvement in technology support services
• Mentor and coach team members, fostering a culture of innovation and excellence in a fast-paced financial environment
• Monitor system performance, capacity planning, and proactive maintenance to support high-volume trading and banking operations
• Ensure compliance with regulatory requirements and internal policies in all support activities
• Facilitate knowledge sharing and training on SAP technologies to enhance team capabilities
• Manage escalations and communicate status updates to senior leadership during critical incidents
• Contribute to strategic planning for technology roadmaps, aligning support efforts with JP Morgan's digital transformation goals

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 8 years of experience in technology support, with at least 3 years in a leadership role
• Proven experience in SAP systems support and operations within a financial services environment
• Strong understanding of ITIL frameworks and operational best practices
• Experience leading cross-functional teams in a high-stakes, regulated industry like banking
• Demonstrated ability to manage incident resolution and problem management processes
• Relevant certifications such as ITIL Foundation, SAP Certified Technology Associate, or equivalent

Preferred Qualifications

• Advanced degree (Master's or MBA) in a technology or business-related field
• Experience with SAP modules specific to finance, such as SAP FI/CO or SAP S/4HANA
• Prior work in a global financial institution with exposure to North America and Middle East regions
• Knowledge of cybersecurity practices and compliance standards like SOX and GDPR
• Experience with agile methodologies and DevOps practices in support operations

Required Skills

• SAP system administration and troubleshooting
• Leadership and team management
• Incident and problem management
• ITIL processes and service management
• Financial services regulations and compliance
• Stakeholder communication and relationship building
• Analytical thinking and root cause analysis
• Project management and agile methodologies
• Scripting and automation (e.g., Python, Bash)
• Cloud integration with SAP (e.g., AWS, Azure)
• Performance monitoring tools (e.g., SAP Solution Manager)
• Risk assessment and mitigation
• Change management processes
• Customer service orientation
• Adaptability in a dynamic environment

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 programs and tuition reimbursement for certifications
• Employee stock purchase plan and financial wellness resources
• On-site fitness centers, wellness programs, and mental health support
• Flexible work arrangements and hybrid work options in Chicago

JP Morgan Chase is an equal opportunity employer.