Technical Support Lead - Web

Responsibilities

• Own the full lifecycle of the global web ecosystem, maintaining an up-to-date inventory, visibility into architecture, and ongoing operational health.
• Establish and enforce enterprise-wide governance frameworks, standards, and guardrails for all web platforms.
• Develop and sustain a centralized catalog of websites, detailing technology stacks, hosting models, ownership, and criticality.
• Standardize operational processes, documentation, and compliance checkpoints across web properties.
• Ensure every web application adheres to Johnson Controls security policies and global compliance requirements.
• Continuously identify and remediate security vulnerabilities, misconfigurations, and outdated dependencies.
• Oversee security layers such as WAF, SSL/TLS, DDoS protection, and access controls.
• Partner with cybersecurity teams to conduct periodic audits, penetration tests, and vulnerability assessments.
• Define and enforce incident response protocols for security breaches and timely mitigation.
• Track and report risk posture and compliance status across the web ecosystem.
• Serve as the primary point of contact for external vendors hosting or managing Johnson Controls web properties.
• Ensure vendors adhere to security standards, SLAs, contractual obligations, and performance benchmarks.
• Conduct regular vendor reviews, audits, and compliance checks in collaboration with procurement, legal, and security teams.
• Drive accountability and continuous improvement through KPIs, scorecards, and operational reviews.
• Define and monitor Core Web Vitals and other key performance indicators across all websites.
• Establish baseline benchmarks for performance, SEO, and accessibility in line with industry standards.
• Implement tools to track real user metrics (RUM) and synthetic monitoring across the estate.
• Identify performance bottlenecks and lead initiatives to optimize load times, responsiveness, and stability.
• Collaborate with development and infrastructure teams to implement performance best practices.
• Act as the lead escalation point for web-related incidents affecting availability, performance, or security.
• Define and manage incident management processes, including prioritization, triage, and escalation.
• Ensure robust monitoring, alerting, logging, and observability strategies are in place.
• Lead root cause analysis and implement permanent fixes to prevent recurrence.
• Ensure adherence to SLAs for incident resolution and uptime commitments.
• Evaluate the current web ecosystem to identify technical debt, redundancies, and modernization opportunities.
• Drive consolidation, optimization, and modernization of legacy platforms.
• Introduce automation for monitoring, reporting, compliance checks, and operational efficiency.
• Promote modern web practices such as headless CMS, edge hosting, and CI/CD pipelines.
• Foster a proactive support culture that emphasizes predictive prevention over reactive issue handling.
• Develop dashboards and reports capturing security posture, vulnerability trends, and performance metrics.
• Report incident trends and resolution timelines to senior leadership and stakeholders.
• Drive data-driven decisions to continuously improve the web ecosystem.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Ten or more years of experience in web technologies, digital platforms, or production support roles.
• Experience with web architectures including CMS platforms, headless setups, microservices, and monoliths.
• Familiarity with hosting environments such as cloud, on-prem, CDN, and edge networks.
• Solid grounding in web security principles including OWASP, WAF, SSL/TLS, DDoS protection, and IAM.
• Proven ability to manage large-scale, multi-vendor web ecosystems.
• Hands-on experience with monitoring tools, performance tuning, and incident management.
• Experience with enterprise CMS platforms such as Sitecore or similar.
• Knowledge of Core Web Vitals tools like Google Lighthouse and PageSpeed Insights.
• Familiarity with modern frontend frameworks such as React and Next.js, plus DevOps practices including CI/CD.
• Exposure to cloud platforms like Azure, AWS, GCP and edge hosting providers such as Vercel, Akamai, and Cloudflare.
• Strong leadership and the ability to drive cross-functional alignment.
• Deep understanding of risk management and compliance frameworks.
• Analytical mindset focused on data-driven insights and decisions.
• Proven ability to manage complex, distributed environments with multiple stakeholders.
• Effective communication skills for both technical and non-technical audiences.

Technologies

• Sitecore
• React
• Next.js
• Google Lighthouse
• PageSpeed Insights
• Azure
• AWS
• GCP
• Vercel
• Akamai
• Cloudflare
• WAF
• SSL/TLS
• IAM
• CI/CD pipelines

Benefits

• Competitive salary bonus plan
• Paid vacation, holidays, and sick time
• Comprehensive benefits including 401K, medical, dental, and vision
• On the job and cross training opportunities
• Encouraging and collaborative team environment
• Commitment to safety through the Zero Harm policy

Role Overview

Johnson Controls seeks a highly skilled Technical Support Lead for Web to take end-to-end ownership of the organization’s global web landscape. This portfolio includes a diverse mix of legacy and modern platforms built with multiple technologies (CMS platforms, custom frameworks, static sites, and legacy architectures) hosted across internal infrastructure and third-party vendor environments. The role establishes a centralized governance model to ensure every web property meets enterprise-grade standards for security, performance, availability, and compliance. Accountability covers web support functions, with a focus on proactive risk mitigation, improved digital experience quality, and operational excellence across the ecosystem. Collaboration with security, infrastructure, digital marketing, and external vendors is essential to maintain policy alignment while continuously enhancing the reliability and performance of all public-facing digital assets.