Technology Support Lead - Incident Management

Location: Houston, TX, United States

Job Family: Technology Support

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a commitment to innovation and operational excellence. As the Technology Support Lead - Incident Management in our Houston, TX office, you will play a pivotal role in leading teams that ensure the reliability and resilience of our technology infrastructure supporting banking, investment, and asset management operations. This position within the Technology Support category demands a strategic leader who can drive incident response in a complex, high-stakes environment where system uptime directly impacts client trust and financial markets. You will oversee the end-to-end incident lifecycle, from detection to resolution, fostering a culture of proactive risk mitigation in one of the world's largest financial institutions. Your primary focus will be on enhancing operational stability by implementing robust incident management frameworks tailored to JP Morgan Chase's diverse portfolio of applications and services. This includes leading real-time incident bridges during critical events, such as market volatility-induced system strains, and collaborating with global engineering teams to prevent recurrence through detailed post-mortems. In this role, you will leverage advanced monitoring technologies to anticipate disruptions in core systems like payment processing and trading platforms, ensuring compliance with stringent regulatory standards that govern the financial services industry. Your leadership will directly contribute to minimizing financial losses and maintaining the seamless delivery of services to our institutional and retail clients. We value professionals who thrive in dynamic settings and bring a blend of technical acumen and interpersonal skills to mentor high-performing teams. Joining JP Morgan Chase means becoming part of a collaborative ecosystem that invests in your growth through world-class training and exposure to cutting-edge technologies. This opportunity in Houston offers a chance to influence technology strategy at a firm renowned for its stability and innovation, while enjoying a supportive work environment that balances rigorous demands with comprehensive well-being benefits.

Key Responsibilities

• Lead a team of technology support analysts in identifying, triaging, and resolving incidents to minimize downtime and ensure operational stability for JP Morgan Chase's critical financial systems
• Develop and implement incident management processes aligned with ITIL standards to enhance response times and recovery in a high-volume trading and banking environment
• Collaborate with cross-functional teams, including development, infrastructure, and business units, to perform root cause analysis (RCA) on major incidents affecting financial operations
• Monitor system performance using tools like Splunk or ServiceNow to proactively detect and mitigate potential issues in real-time
• Mentor and coach team members on best practices for incident documentation, escalation, and post-incident reviews to drive continuous improvement
• Coordinate with global teams to manage incidents across multiple time zones, ensuring seamless support for JP Morgan Chase's international financial services
• Contribute to the creation of runbooks and knowledge bases to standardize incident resolution for recurring issues in trading platforms and core banking applications
• Report on incident metrics, trends, and KPIs to senior leadership to inform strategic decisions on technology investments and risk management
• Ensure compliance with regulatory requirements such as SOX, GDPR, and FINRA in all incident handling processes
• Participate in disaster recovery exercises and business continuity planning to safeguard JP Morgan Chase's financial infrastructure

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in technology support, incident management, or IT operations within the financial services industry
• Proven leadership experience in managing technology teams during high-pressure incident resolution scenarios
• Strong understanding of ITIL frameworks and incident management best practices
• Experience with monitoring tools and alerting systems in a large-scale enterprise environment
• Ability to work in a fast-paced, 24/7 operational environment with on-call rotation
• Excellent communication skills for stakeholder engagement across technical and business teams

Preferred Qualifications

• Advanced certifications such as ITIL Expert, CISSP, or PMP
• Experience in financial services, particularly in banking or investment operations at a major institution like JP Morgan Chase
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud in a hybrid infrastructure
• Prior exposure to agile methodologies and DevOps practices
• Master's degree in a relevant technical field

Required Skills

• Incident management and ITIL proficiency
• Leadership and team management
• Root cause analysis techniques
• Monitoring and alerting tools (e.g., Splunk, Nagios)
• ServiceNow or similar ticketing systems
• Scripting in Python or PowerShell for automation
• Knowledge of financial systems and trading platforms
• Cloud infrastructure (AWS, Azure)
• Problem-solving under pressure
• Stakeholder communication and reporting
• Agile and DevOps methodologies
• Regulatory compliance in finance (SOX, FINRA)
• Data analysis and KPI tracking
• Time management in 24/7 operations
• Mentoring and knowledge transfer

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-incident support

JP Morgan Chase is an equal opportunity employer.