Technology Support Lead – Technology Production Management
| Company | JP Morgan Chase |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years Merchant Services specific experience or similar operational experience
- 5+ years of experience or equivalent expertise troubleshooting and resolving business issues
- Minimum 3+ years of management or equivalent experience
- Demonstrated Intermediate-to-expert proficiency with Relational Database Management tools and SQL
- Experience leading and developing Associate Level staff functions
- Superior problem solving and analytical skills
- Strong written communication Skills
- Demonstrated Executive presence and presentation skills
- Intermediate-to-expert proficiency with Microsoft Excel and PowerPoint
- Experience working with Controls and Audit
Responsibilities
- This role is responsible for leading a team of Issues Management Analysts in the Merchant Services Technology Production Management space.
- Lead a team of Issues Management Analysts in support of merchant level complex research issues
- Manage day to day performance of the team including handling escalations and other critical issues
- Function as a liaison and escalation point with various internal partners including Relationship Managers, Technology, Client Onboarding and Service and other areas of operation within CIB as well as merchants
- Assess, identify, recommend and implement enhancements to improve operational effectiveness and service delivery to our merchants
- Present updates and solutions in a concise manner to Senior Managers, Business Partners and to Senior Executive leadership on short notice
- Understand and effectively manage risks in the environment
- Analyze team quality performance trends including identifying opportunities for improvement and recommended changes
- Lead major projects and process improvement initiatives in the Production Management – Issues Management space
- Create a positive employee experience while prioritizing business results and managing risks and controls.
Preferred Qualifications
- Bachelor’s Degree or equivalent
- Intermediate-to-expert proficiency with AWS related tools including Snowflake, OpenSearch and CloudWatch
- Experience with Generative Artificial Intelligence (GEN/AI) and Large Language Models (LLMs)
- Merchant facing experience