Technology Support Lead, Incident Communications

About the role

J.P. Morgan is looking for a Technology Support Lead, Incident Communications in its Global Banking Operational Resiliency and Integration team. The role leads communication strategy and client-response coordination during significant technology and operational incidents, turning complex technical and operational issues into clear, decision-useful messages and advising senior leaders and client-facing teams.

Key responsibilities

• Lead end-to-end communication strategy and execution for major technology and operations incidents, keeping messages timely, accurate and aligned to business priorities.
• Determine communication requirements, stakeholder audiences, escalation paths, update cadence and closure messaging through independent judgment.
• Draft and approve executive updates, client-ready communications, talking points, FAQs and post-incident messages.
• Advise senior leaders and client coverage teams on client impact, communication risk and response strategy during high-severity incidents.
• Coordinate responses to client inquiries and escalations with technology, operations and business stakeholders.
• Develop and improve communication standards, playbooks, templates, controls and readiness exercises, and use trends and feedback to drive continuous improvement.
• Lead team adoption of enterprise-authorized AI capabilities for faster, consistent incident triage, with human-in-the-loop validation and careful handling of sensitive data.

Required profile

• Formal training or certification on troubleshooting, resolving and maintaining IT services, plus at least 5 years of advanced applied experience.
• Bachelor's degree in Computer Science or equivalent.
• Experience in incident management, operational resilience, client service, corporate communications or a related discipline within financial services.
• Strong understanding of Global Banking, Treasury Services or comparable transaction-banking products and client journeys.
• Preferred: background in internal, corporate, crisis or executive communications in technology or financial services.

Required skills

• Exceptional written and verbal communication, able to brief executives and explain technical issues to non-technical audiences.
• Risk-based decision-making and the ability to influence senior stakeholders in time-critical situations.
• Ability to manage competing priorities and deliver under pressure.
• Experience developing governance, controls, playbooks and performance measures.
• Demonstrated experience using enterprise-authorized AI tools in production workflows, validating AI recommendations against operational, security and auditability expectations.
• Preferred: technical aptitude with production environments, payment and channel solutions, and experience coaching colleagues or leading workstreams.