Technical Support Lead

Location: Houston, TX, 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 technology support. As a Technical Support Lead in our Houston, TX office, you will play a pivotal role in leading teams that ensure the operational stability and peak performance of our cutting-edge financial platforms. This position within the Technology Support category demands a strategic leader who can navigate the complexities of the financial industry, where downtime can have significant market implications. You will drive enhancements to systems supporting trading, risk management, and client services, all while upholding the highest standards of security and regulatory compliance in a dynamic, 24/7 environment. Your leadership will involve overseeing a team of skilled engineers, fostering collaboration with business units like investment banking and asset management, and implementing proactive measures to minimize disruptions. In this role, you will leverage your deep expertise in financial technologies to resolve incidents swiftly, optimize system performance, and contribute to JP Morgan Chase's reputation for reliability. Expect to engage in root cause analyses, mentor emerging talent, and integrate advanced tools like AI for predictive maintenance, ensuring our infrastructure supports seamless global operations. Joining JP Morgan Chase means being part of a world-class organization that values diversity, innovation, and professional growth. This Technical Support Lead position offers the opportunity to impact high-stakes financial ecosystems while advancing your career in a supportive, resource-rich setting. If you thrive in leading technology teams within the fast-paced world of finance, this role in Houston provides a platform to make a lasting difference.

Key Responsibilities

• Lead a team of technical support engineers to monitor, troubleshoot, and resolve issues impacting operational stability in JP Morgan Chase's trading and banking platforms
• Oversee the implementation of performance enhancements and system optimizations to ensure seamless financial transactions and data integrity
• Collaborate with cross-functional teams, including developers, traders, and compliance officers, to identify and mitigate technology risks in real-time
• Develop and execute incident response plans, conducting post-mortem analyses to prevent recurrence of disruptions in financial services
• Mentor and coach team members on best practices for support in a regulated financial environment, fostering a culture of continuous improvement
• Manage on-call rotations and escalate critical issues to senior leadership during high-impact events like market volatility
• Ensure compliance with SEC, FINRA, and internal JP Morgan policies for technology support and data handling
• Drive adoption of automation tools to streamline support processes and reduce downtime in core banking systems
• Conduct regular training sessions on emerging technologies relevant to financial operations, such as AI-driven monitoring
• Prepare reports on system performance metrics and support team effectiveness for executive review

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in technical support or IT operations within the financial services industry
• Proven leadership experience managing technology teams in high-stakes environments
• Strong understanding of financial systems, including trading platforms, risk management tools, and regulatory compliance requirements
• Experience with incident management, problem resolution, and root cause analysis in a 24/7 operational setting
• Certification in ITIL, CompTIA, or equivalent support frameworks
• Ability to work in a fast-paced, regulated environment with strict adherence to data security and privacy standards

Preferred Qualifications

• Advanced degree or MBA in a technology or finance-related field
• Experience with JP Morgan Chase's internal tools or similar enterprise financial software
• Background in supporting cloud-based infrastructures like AWS or Azure in a financial context
• Familiarity with cybersecurity protocols specific to banking and capital markets
• Prior role in a global financial institution handling multi-time zone operations

Required Skills

• Proficiency in monitoring tools like Splunk, Nagios, or SolarWinds
• Expertise in scripting languages such as Python or Bash for automation
• Knowledge of networking protocols and infrastructure in financial data centers
• Experience with ticketing systems like ServiceNow or Jira
• Strong problem-solving and analytical skills for complex technical issues
• Leadership and team management abilities in high-pressure settings
• Understanding of SQL databases and query optimization for financial reporting
• Familiarity with cybersecurity frameworks like NIST in banking contexts
• Excellent communication skills for stakeholder interactions across finance and tech
• Adaptability to shifting priorities during market events
• Project management skills using Agile or ITIL methodologies
• Attention to detail in compliance and audit processes
• Technical troubleshooting in Windows/Linux environments
• Customer service orientation tailored to internal financial clients
• Data analysis skills for performance metrics and trend identification

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 and wellness programs at Houston facilities
• Flexible work arrangements including hybrid options post-onboarding

JP Morgan Chase is an equal opportunity employer.