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Technology Support Lead
lead · Technology / Software Development
As an Application Support Engineer in the Securities Services technology group at JPMorganChase, you will take on a pivotal business-focused technology support/SRE role. Your main responsibilities include providing application support for various Securities Services products across Asia Pacific and worldwide. This role presents a real opportunity for professional advancement in a rapidly growing sector. You will act as the primary technology liaison for business and operations teams in Manila and throughout Asia Pacific, delivering business-oriented technology support and managing production incidents through to resolution.
Job responsibilities
- Deliver technology application support to business and operations teams across the Asia Pacific region.
- Review and implement technology releases, infrastructure updates, disaster recovery exercises, and patch management.
- Oversee production technology incidents, ensuring prompt engagement, escalation, and clear communication with business, technology, and vendor partners.
- Troubleshoot database issues and address data/report concerns.
- Enhance support documentation and procedures.
- Collaborate within a global, follow-the-sun support model.
- Serve as a Subject Matter Expert (SME) for key applications, maintaining global best practices and standards.
- Conduct root cause analysis (RCA) after incidents, identify, track, and implement preventive actions.
- Contribute to the development of tools, frameworks, and techniques to boost productivity and quality in production support, applying SRE principles.
- Develop and maintain automation tools to improve platform reliability and team efficiency.
- Provide support during early APAC hours and participate in rotational weekend coverage.
- 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.
Required Qualifications, Skills, and Experience
- Bachelor’s degree in Engineering, Computer Science, or Information Technology.
- Over 10 years of experience in application support and production management.
- Strong database expertise, including SQL for data investigations.
- Proven experience in Production Support and SRE, with a solid understanding of SRE protocols and methodologies.
- Support management skills, including designing and using monitoring dashboards, generating service KPIs, reporting on stability and performance, and monitoring logs/message buses.
- Experience in technology disaster recovery planning and execution.
- Demonstrated ability to lead Incident and Problem Management calls for business-critical outages, conduct post-incident analysis, and implement preventive measures.
- Excellent analytical and problem-solving abilities.
- Capable of driving issue resolution across multiple support teams.
- 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.
Technical Experience and Skills
- Operating Systems: Unix, Windows.
- Kubernetes for container orchestration.
- Scripting languages: Perl, Python, Linux/UNIX shell.
- Databases: Oracle, MS-SQL, PostgreSQL, Cassandra.
- Telemetry and application performance monitoring tools: Splunk, AppDynamics, Dynatrace, Grafana, ITRS Geneos.
- Schedulers: Control-M, Autosys.
- Experience with cloud platforms (AWS, Google Cloud) is advantageous.
- Familiarity with Splunk for log analysis and monitoring.
Preferred qualifications, capabilities, and skills
- ITIL v4 certification is a plus.
AWS experience and certification, including familiarity with core AWS services (EC2, S3, EKS, RDS, Cloudwatch), is desirable.