Technology Support Lead - SAP Operate Lead

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

As a Technology Support Lead in Corporate Technology, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Support the day-to-day maintenance of the firm's systems to ensure operational stability and availability.
• Participate in a global production support team, supporting multiple applications with a focus on SAPFI, SAPFINAPPS, SAPBW.
• Adhere to standard ITIL processes for Incident, Problem, and Change management, including key Operate SLAs.
• Work closely with project development teams to understand future releases, impacts to environment, user functionality, and capacity planning.
• Serve as a key participant in project implementations, production go-live decisions, and production readiness reviews for code deployments.
• Drive long-term strategies to maximize application effectiveness and support team potential, adhering to best practices for infrastructure
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
• Lead in the maintenance of forecasts, metrics, demand, and capacity to support future and existing enhancements.
• Lead core production activities for multiple applications to improve overall delivery of operations and support capabilities for JPMC business partners.
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• 7+ years of experience or equivalent expertise in supporting SAP applications, specifically SAPFI, SAPFINAPPS, and SAPBW.
• 3+ years of experience troubleshooting, resolving, and maintaining information technology services.
• 3+ years of UNIX experience.
• 3+ years of experience working with Control-M.
• Strong hands-on experience with SAP ABAP programming and HANA SQL scripts.
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Proficient in observability and monitoring tools and techniques
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Excellent oral and written communication skills, with the ability to communicate at all levels of management.

• Demonstrated success in a fast-paced, dynamic production support environment.
• Excellent troubleshooting skills for data quality and reporting issues, data loads, and BPC processing.
• Advanced hands-on knowledge of Business Objects, EPM, and Advanced Analysis.
• Financial Services industry experience preferred.