Technology Support Lead - Business Resiliency Incident & Crisis Management
JPMorgan Chase · Posted Oct 19
Global banking, investment, credit card, mortgage, and asset management services
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About the role
Enterprise Technology (ET) Crisis Management is responsible for providing dedicated Incident and Crisis Business Resiliency support within ET, covering assets such as staff, sites, processes and functions so ET can respond to disruptive local, regional or global events while maintaining Essential Services. The team operates within the Infrastructure Platforms organization, focused on operational stability, availability and performance of production services, including observability, incident, problem and change management across on-premises and public cloud environments. This lead role drives disruption monitoring and triage, stakeholder communication and escalation, recovery and crisis management invocation, and participation in firmwide resilience simulation exercises, while coaching and mentoring technologists across the global network.
What you will do
- Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
- Execute and support Firmwide published policies and standards, partnering with Enterprise Technology stakeholders and the Firmwide Resiliency Office to ensure consistent governance and adherence.
- Monitor and triage disruption events for impact to Enterprise Technology staff, sites, processes and functions; manage timely stakeholder communications, escalation and coordination; invoke recovery strategies and the crisis management process where required; and support return to Business As Usual (BAU) once impacts are stabilized and recovery actions are complete.
- Participate in Firmwide Simulation Utility (FSU)-led annual events to validate end-to-end resilience of recovery plans supporting Essential Services, including alignment to defined impact tolerances.
- Actively support simulated technology crisis exercises requiring recovery of all in-scope applications in a data center, using established Incident Management and Crisis Management processes.
- Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
- Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration
- 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.
- Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.
Skills used in this role
What the employer is looking for
- Formal training or certification or 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.
- Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Proficient in observability and monitoring tools and techniques
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Experience in business resiliency, crisis management, operational risk, or global security/intelligence functions
- Demonstrated ability to make data-driven, time-sensitive decisions across the end-to-end incident/crisis lifecycle
- Strong global stakeholder management skills; proven ability to build relationships with both business and technical teams
- Calm, detail-oriented execution under pressure; able to manage multiple priorities and deliver accurate outputs
- Clear, audience-appropriate written and verbal communication, including concise escalation of critical issues
Preferred qualifications
- CI certification (CBCI) preferred; in-date certification a plus
- Self-starter with a continuous-improvement mindset; able to translate observations into practical, process-based recommendations
Benefits and support
- Compensation and benefits are detailed in the job posting
About JPMorgan Chase
JPMorgan Chase & Co. is one of the oldest, largest, and most diversified financial services institutions in the world. Operating globally through the J.P. Morgan and Chase brands, the firm provides a comprehensive range of financial solutions including investment banking, consumer and commercial banking, transaction processing, and asset management. Serving millions of consumers and many of the world's most prominent corporate, institutional, and government clients, the company combines deep market expertise with extensive technological investments.
- Industry
- Banking
- Company size
- 320000+ employees
- Founded
- 1799
- Location
- New York, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Operating Officer
Global Chief Information Officer
CEO, Asset & Wealth Management
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