Technology Support Lead

As an Application Support Engineer in the Securities Services technology group at JPMorganChase, 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.
• Leads 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.
• Applies 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.