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Technology Support Lead
lead · Operations
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
Bring your Technology operations support expertise and join a team that manages one of the largest global remote access platforms, providing connectivity for more than 340,000 users. The role combines hands-on platform support, incident response, change delivery, automation, monitoring, and continuous improvement across Cisco-based security and remote access products.
As a Technology Support Lead at JPMorganChase in the Remote Access Team, you will help ensure the stability, availability, and secure operation of the firm’s remote-access and network security environment. In this role, you will apply your technical expertise to support remote-access VPN, site-to-site VPN, perimeter firewall, network assurance, and security operations services across a large enterprise environment. Your success in this role will rely on using your hands-on experience with Cisco security platforms, disciplined incident and change management practices, and close collaboration with Network Engineering, Identity, SecOps, and Service Desk teams to keep remote connectivity fast, reliable, and secure.
Job responsibilities
Provides Level 2 and Level 3 support for remote-access VPN services, including SSL/IPsec, AnyConnect / Cisco Secure Client, site-to-site VPN, and perimeter firewall services.
Triages, diagnoses, and resolves incidents across Cisco ASA, Firepower Threat Defense, Identity Services Engine, and supporting infrastructure within agreed service levels.
Participates in a 24x7 on-call rotation for P1/P2 incidents affecting remote connectivity or perimeter security.
Leads major incident bridges, drive root-cause analysis, and deliver post-incident reviews with concrete preventative actions.
Plans, peer review, and implement standard and complex changes through Cisco Security Manager, Cisco Defense Orchestrator, FMC/FCM, and related platforms, including policy, NAT, ACL, VPN, SSL decryption, IPS tuning, and URL filtering changes.
Manages ISE policy sets, authentication and authorization rules, posture, profiling, certificate services, and integrations with Active Directory, MFA, and pxGrid.
Maintains Firepower software lifecycle on FCM-managed chassis, including FXOS upgrades, FTD high-availability pairs, clustering, and logical device provisioning.
Operates and extend ThousandEyes coverage across Cloud, Enterprise, and Endpoint agents to monitor remote-access user experience, ISP/SaaS dependencies, and BGP/path health.
Builds and tune dashboards, alerts, and synthetic tests; correlate ThousandEyes findings with firewall and VPN telemetry to shorten mean time to detect and mean time to restore.
Supports audit, vulnerability management, and certificate lifecycle activities, including PKI and SAML/OIDC identity provider integrations.
Reduces operational toil through scripting and API-driven automation using FMC/FTD REST API, ISE ERS/OpenAPI, CDO API, and ThousandEyes API and Infrastructure-as-Code and configuration-as-data practices where applicable, including Git, Ansible, and Python.
Required qualifications, capabilities, and skills
5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
Experience operating Cisco network security platforms in a large enterprise or service-provider environment.
Strong hands-on expertise with Cisco ASA, including multi-context, failover, clustering, NAT, ACL, AnyConnect/SSL VPN, IPsec, DAP, and split tunneling.
Production experience with Cisco Firepower / FTD managed through FMC and/or Cisco Defense Orchestrator, including access control policy, SSL policy, IPS/Snort 3, file/malware, and identity policy.
Working knowledge of Firepower Chassis Manager / FXOS, including logical device provisioning, interface mapping, and software upgrades on 41xx/93xx-class hardware.
Operational experience with Cisco ISE, including RADIUS/TACACS+, 802.1X, MAB, posture, profiling, guest access, certificate-based authentication, and AD/Entra ID integration.
Experience using Cisco Security Manager and Cisco Defense Orchestrator for multi-device policy management, migration, and change orchestration.
Hands-on experience with ThousandEyes, including agent deployment, test design for HTTP, page-load, network, BGP, and end-user tests, alerting, and root-cause analysis.
Solid networking fundamentals, including routing with BGP and OSPF, switching, NAT, QoS, PKI, DNS, and TCP/IP troubleshooting using packet capture and Wireshark.
Strong incident management discipline and clear written and verbal communication with technical and non-technical stakeholders.
Ability to work on-site five days per week and participate in an on-call rotation.
Preferred qualifications, capabilities, and skills
CCNP Security, CCIE Security, ThousandEyes certifications, Cisco Certified Specialist – Secure Firewall, or Cisco Certified Specialist – ISE.
Experience migrating ASA to FTD at scale, or FMC to cloud-delivered FMC through CDO-managed environments.
Scripting experience in Python and familiarity with Ansible, Git, and CI/CD pipelines for network change.
Experience integrating telemetry into Splunk, ELK, Grafana, and SOAR platforms.