Description

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

As a Technology Support Lead in Commercial & Investment Bank, 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

- Serves as the day-to-day technology partner for large corporate clients, owning communication and follow-through across incidents, enhancements, and key updates.
- Provides technical guidance and direction to support business stakeholders and technology teams.
- Supports customers post-sale by investigating issues, answering technical questions, and translating feedback into actionable insights for product and engineering teams.
- Monitors and report on product/service performance using SLAs and other agreed service metrics.
- Understands client needs and recommend upgrades, configurations, or additional features to improve outcomes.
- Partners closely with Sales and Product to ensure launches, enhancements, and current client concerns are addressed effectively.
- Acts as a subject matter expert in one or more focus areas and help drive consistent best practices.
- 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, capabilities, and skills

- 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Strong technical foundation with hands-on experience in digital technologies.
- Excellent written and verbal communication skills, including explicit client-facing updates.
- Strong analytical and problem-solving skills, with the ability to drive issues to root cause and remediation.
- Ability to translate technical concepts for non-technical audiences and tailor messaging to different stakeholders.
- Strong follow-up and execution discipline to track actions through closure.
- 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.

Preferred qualifications, capabilities, and skills

- Experience with observability/monitoring tools such as Grafana, Geneos, and Splunk, including analysis of outputs.
- Knowledge of payments rails and related processing (e.g., Real Time Payments, Automated Clearing House, payment FX processing, wires, push-to-card, eWallet, and JPM Coin).
- Intermediate skills to use tools for building client-facing presentations.
- Experience in client facing roles will be an add-on

📌 Technology Support Lead (Mumbai)
🏢 Nameless
📍 Mumbai