Technology Support Lead - Thematic Problem Management

Job Description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Problem Manager within Consumer and Community Banking, you will play a crucial role in enhancing production stability by anticipating and preventing IT issues. You will focus on fostering a stable and reliable IT environment through the identification and resolution of thematic issues and effective risk mitigation strategies. You will be a key player in transforming our services, ensuring continuous improvement and operational excellence. Collaborating with a dedicated team, you will identify and resolve potential IT issues before they lead to incidents or service disruptions. This involves analyzing past incidents and other data sources to implement preventative solutions.

Job responsibilities

• Proactively analyze incident trends and performance data to proactively identify potential issues, patterns, and recurring incidents before they cause service disruptions.
• Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives using an agile approach.
• Drive continuous improvement initiatives and implement best practices in Problem Management.
• Partner with business resources and develop actions to eliminate recurrence on "business-owned" incidents.
• Creating and distributing problem management reports, highlighting trends, root causes, and implemented solutions.
• Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
• Understanding of observability and monitoring tools and techniques.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
• Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.
• Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.
• Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
• Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
• Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
• Ability to influence and lead technical conversations with various application support groups, including technical leaders, IT professionals, developers, and architects.
• Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
• Excellent communication, technical writing, presentation, and relationship management skills.
• Experience in managing high-pressure situations and making decisions quickly to minimize impact on business operations.
• Ability to foster a culture of learning and collaboration, working effectively in a diverse and inclusive environment.

Preferred qualifications, capabilities, and skills

• Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other similar tools.
• ITIL Foundation certification.
• Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
• Practical experience with public cloud.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.