Mainframe Technology Support Lead

About the role

At JPMorganChase, you will lead critical infrastructure operations that power some of the world’s most important financial services, working alongside top technologists to solve complex challenges at scale. As a Technology Support Lead in the Mainframe and Mid-Range Compute Site Reliability and Engineering team, you will apply deep expertise across infrastructure support and the software development lifecycle while partnering with stakeholders to drive stability, availability, and innovation in a globally distributed environment. We foster a culture of experimentation, continuous learning, and creative problem-solving to benefit our customers worldwide.

Responsibilities

• Lead teams of technologists delivering end-to-end application and infrastructure services to support the firm’s business operations.
• Execute policies and procedures to maintain operational stability and availability across a 24x7 production environment.
• Monitor production environments for anomalies, address issues, and evolve standard observability tools.
• Escalate and communicate issues and solutions to business and technology stakeholders, guiding incident resolution through service restoration.
• Lead incident, problem, and change management for full-stack technology systems, applications, and infrastructure.
• Host and facilitate bridge calls, communicating effectively with large groups across all organizational levels.
• Administer and troubleshoot Mainframe-related components to ensure continuous operational health and performance.
• Drive adoption of enterprise-authorized AI capabilities to improve incident triage speed and consistency, with human-in-the-loop validation and appropriate handling of sensitive data.
• Apply reuse-first, AI-assisted practices to identify recurring interruption patterns and validate remediation actions aligned with resiliency and security expectations.

Requirements

• Formal training or certification on technology support concepts and 5+ years of applied experience.
• 8+ years of experience operating and managing IBM z-Series environments.
• Demonstrated leadership of operational and site reliability engineering teams in a 24x7 support environment, including people management.
• Strong understanding of infrastructure architecture, including servers, storage, network, database, and application components.
• Extensive knowledge of replication technologies such as IBM CSM and GDPS.
• Expertise in administering z-Series and Hardware Management Console (HMC), including firmware and microcode upgrades.
• Demonstrated understanding of security standards, including SSH protocol, transaction-based systems, IMS, CICS, DB2, and WebSphere.
• Experience managing ServiceNow, including workflow, ticket, and resolution management across a global 24x7 environment, with expertise in incident, problem, and change management processes.
• Ability to troubleshoot priority incidents, facilitate blameless post-mortems, and ensure permanent closure of incidents.
• Demonstrated experience using enterprise-authorized AI capabilities within 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 with operational, security, and auditability expectations.

Preferred Qualifications

• Working knowledge of one or more general-purpose programming languages and/or automation scripting, with practical experience in Python development.
• Knowledge of Site Reliability Engineering principles, including designing, coding, testing, and delivering software to automate manual operational work.
• Familiarity with batch scheduling tools such as CA-7, Control-M, and Zeke, and solid working knowledge of Job Control Language (JCL).
• Experience with Netcool support in a large-scale environment.
• 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.