below marketmost similar roles pay hereabove market
This listing doesn't post a salary. Most similar roles pay
$126,687–$201,954.
Based on 240 similar postings.
Employer
About JPMorgan Chase
JPMorgan Chase & Co. is a global financial services firm and one of the largest banks in the world, offering investment banking, commercial banking, asset management, and consumer financial services.
JPMorgan Chase currently has
1226 open roles
on FindRole.
Listed pay typically runs
$156,750–$215,000
across 5 roles with salary data.
The Remote Access Technology Support Lead joins the Corporate Sector- Employee Platforms team to ensure the operational stability and performance of production services. This role involves owning the service health of platforms enabling a global workforce to connect securely to virtual desktops and applications. Key responsibilities include leading incident command, triage, and restoration for high-severity events, driving end-to-end problem management, and serving as a senior technical escalation point for vendors and internal engineering partners. The position requires defining monitoring for session telemetry and governing operational readiness for platform changes. Required skills include experience with Citrix NetScaler, Omnissa UAG, and Omnissa Horizon, alongside proficiency in PowerShell, Python, and log analysis. The role addresses the technical challenge of maintaining secure, high-availability remote access in regulated environments.
Own technical support and service health for global remote access and virtual desktop services.
Lead incident command, triage, and restoration for high-severity events affecting workforce connectivity.
Drive end-to-end problem management to identify root causes and retire repeat incidents.
Serve as the senior technical escalation point for platform vendors and internal engineering partners.
Define monitoring and telemetry to detect latency and session quality degradation before user impact.
Govern operational readiness for platform changes, including firmware lifecycles and software upgrades.
Lead the adoption of enterprise-authorized AI capabilities to improve incident triage speed and consistency.
Apply AI-assisted practices to identify recurring interruption patterns and validate remediation actions.
What we're looking for
5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
Demonstrated experience in enterprise infrastructure support or service operations for remote access, virtual desktop, or network platforms at global scale.
Deep hands-on troubleshooting across gateways, load balancers, authentication, federation, session brokers, and virtual desktop agents.
Strong working knowledge of application delivery controllers and access gateways, such as Citrix NetScaler and Omnissa UAG.
Hands-on support experience with enterprise virtual desktop platforms, such as Citrix and Omnissa Horizon.
Demonstrated ownership of major incident and problem management in a 24x7 follow-the-sun model.
Experience in Cloudflare or Akamai.
Proficiency with scripting and automation in PowerShell, Python, or equivalent, and with log, trace, and telemetry analysis tooling.
Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows.
Familiarity with SAML federation, multi-factor authentication, and device posture enforcement in the sign-in path (preferred).
Experience supporting a diverse endpoint population, including thin clients, Windows, macOS, mobile, and browser-based access (preferred).
Experience with zero-trust access services or cloud-delivered security gateways fronting internally hosted applications (preferred).
Experience using synthetic transaction monitoring and end-user experience platforms to drive service improvement (preferred).