Mainframe Technology Support Lead

Job description

Are you passionate about solving complex technology challenges at scale? At JPMorganChase, we offer you the opportunity to lead critical infrastructure operations that power some of the world's most important financial services — and to grow your career alongside some of the brightest minds in the industry. As a Technology Support Lead at JPMorganChase as part of our Mainframe and Mid-Range Compute Site Reliability and Engineering team, you will apply your depth of knowledge and expertise across all aspects of infrastructure support and the software development lifecycle. You'll partner continuously with stakeholders to stay focused on common goals, driving stability, availability, and innovation across a globally distributed environment. We embrace a culture of experimentation and constantly strive for improvement and learning — you'll work in a collaborative, trusting, thought-provoking environment that encourages diversity of thought and creative solutions in the best interests of our customers, globally. Job responsibilities Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firmExecute policies and procedures that ensure operational stability and availability across a 24x7 production environmentMonitor production environments for anomalies, address issues, and drive the evolution and utilization of standard observability toolsEscalate and communicate issues and solutions to business and technology stakeholders, actively participating from incident resolution through service restorationLead incident, problem, and change management in support of full-stack technology systems, applications, and infrastructureHost and facilitate bridge calls, communicating effectively with large groups of individuals across all levels of the organizationAdminister and troubleshoot Mainframe-related components, ensuring continuous operational health and performanceLeads 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. Required qualifications, capabilities, and skills Formal training or certification on technology support concepts and 5+ years applied experience8+ years of experience operating and managing IBM z-Series environmentsDemonstrated leadership of operational and site reliability engineering teams in a 24x7 support environment, including all aspects of people managementStrong understanding of infrastructure architecture including servers, storage, network, database, and application componentsExtensive knowledge of replication technologies such as IBM CSM and GDPSExpertise in administering z-Series and Hardware Management Console (HMC), including firmware and microcode upgradesDemonstrated understanding of security standards including working knowledge of SSH protocol, transaction-based systems, IMS, CICS, DB2, and WebSphereExperience managing ServiceNow, including workflow, ticket, and resolution management across a global 24x7 environment, with demonstrated expertise in incident, problem, and change management processesAbility to troubleshoot priority incidents, facilitate blameless post-mortems, and ensure permanent closure of incidentsDemonstrated 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. Preferred qualifications, capabilities, and skills Working knowledge of one or more general-purpose programming languages and/or automation scripting, with practical experience in Python developmentKnowledge of Site Reliability Engineering principles — including the ability to design, code, test, and deliver software to automate manual operational workFamiliarity with multiple batch scheduling tools, notably CA-7, Control-M, and Zeke, along with a solid working knowledge of Job Control Language (JCL)Experience with Netcool support in a large-scale environmentDemonstrated ability to engage with IBM z-Series engineering and build teams on architecture, development, stability, and continuous improvement to advance product vision and satisfy customer needs