Technology Support Lead

As an Application Support Engineer in the Securities Services technology group at JPMorgan Chase, 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.
• Lead 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.
• Apply 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.

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.