Technology Support Lead - Incident Management & Response (IMR)

As a Technology Support Lead at JPMorganChase within the Cybersecurity & Technology Controls Incident Management & Response team, you will serve as a critical member of our Global Incident Command Center and Security Operations Center, providing 24/7 incident management and response support. You will execute the firm-wide Cybersecurity Incident Management Playbook, orchestrating actions across the full lifecycle of cybersecurity events to prevent or minimize impact to the firm. This role places you at the intersection of technology, security, and business continuity — collaborating with global teams to safeguard the firm's infrastructure against evolving threats. If you are passionate about cybersecurity, thrive under pressure, and are committed to continuous improvement, this is your opportunity to make a meaningful impact at scale.

Job Responsibilities

• Serve as a key member of the Cybersecurity & Technology Controls (CTC) Incident Management & Response (IMR) team within the Global Incident Command Center (GICC) and Security Operations Center (SOC), providing 24/7 support for incident management and response.
• Execute the Firm-wide Cybersecurity Incident Management Playbook to orchestrate actions during the lifecycle of cybersecurity events, aiming to prevent or mitigate impacts.
• Act as the frontline defense for cybersecurity incidents, ensuring effective and timely resolution of security issues against the firm's infrastructure.
• Collaborate with internal and external partners, including regulatory, compliance, privacy, and media communications teams, to manage incidents.
• Utilize command and control, communication, and documentation skills to ensure the stability, capacity, and resiliency of products.
• Work closely with Cybersecurity Operations Incident Response teams and Enterprise Technology Product and Engineering teams to mitigate and remediate events and incidents.
• Analyze operational metrics to identify process improvements and deliver constructive feedback to the team.
• Engage in continuous improvement of practices and processes, and participate in research, internal procedure uplift, and internal tools development.

Required Qualifications, Capabilities, and Skills

• Formal training or certification on technology support concepts and 5+ years applied experience
• Minimum of five years of experience in an Incident Management or Incident Response function in an enterprise environment.
• Demonstrated command and control, documentation, and communication skills in previous roles.
• Experience communicating technical topics both in writing and verbally to senior management from technical and non-technical backgrounds.
• Ability to work closely with business, technology, and project management partners to execute projects and improvements for the CTC IMR team.
• Strong understanding of the ITIL framework and experience with incident management tools.
• Basic understanding of various operating systems, network fundamentals, cyber tools, and cloud architecture.
• High-level understanding of cybersecurity attack frameworks, such as MITRE ATT&CK and Cyber Kill Chain.
• Ability to exercise excellent judgment and decision-making skills under pressure and know when to escalate issues.
• Ability to influence senior technology managers across organizational boundaries through formal and informal channels.
• Proactive with a strong bias for action, naturally inquisitive, and committed to continuous improvement.

Preferred Qualifications, Capabilities, and Skills

• Demonstrated ability to multitask and prioritize in a stressful environment; results-oriented.
• Ability to use available mainstream AI tools to increase productivity and innovate existing processes. 
• ITIL Certification.
• Baseline cybersecurity certifications, such as Security+ or Google Cybersecurity Certificate.
• Awareness of the wider roles of interconnecting cybersecurity teams and collaboration with teams like Forensics, Threat Intelligence, Penetration Testing, and Vulnerability Management.
• Experience with delivering constructive feedback to a team on a continuous basis.

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