Responsibilities

• Primary technical lead for the Network Enhanced Support Team (NEST), which includes being responsible for technical guidance, mentoring, and complex troubleshooting
• Primary escalation point for issues without existing runbooks or processes
• Develop and manage consistent reporting, working effectively at all levels and providing progress communications to stakeholders on a regular basis
• Drive continuous improvement by establishing best practices and innovating approaches to program and project management

Qualifications

• BS/BA degree or equivalent experience

• 5+ years of related production network support lead experience in a lead role

• Advanced understanding of business technology drivers and their impact on architecture design, performance and monitoring, best practices

• Broad support experience, including understanding of Cisco, Juniper, and Fortinet systems

• Understanding of SD-WAN networking

• Proven ability to manage multiple efforts, addressing issues in a timely manner ensuring least impact on timeline and overall risk; organized, structured work style

• Excellent communication skills, plus proven relationship building abilities

• Proven ability to manage a team through ambiguity typical of a large-scale business initiative and define path forward

• Demonstrated initiative and creativity to ensure successful and timely execution – strategic thinker with proven analytical ability

• Ability to resolve new issues and develop documentation or processes to enable others to address similar problems in the future

• Familiarity with JPMorgan Chase & Co. policies preferred, as well as retail branch technology and systems