Technical Support Lead - Web

Job Description

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Build your best future with the Johnson Controls team  

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer:  

• Competitive salary bonus plan

• Paid vacation/holidays/sick time 

• Comprehensive benefits package including 401K, medical, dental, and vision care 

• On the job/cross training opportunities 

• Encouraging and collaborative team environment 

• Dedication to safety through our Zero Harm policy 

Role Overview  

Johnson Controls is looking for a highly skilled and experienced Technical Support Lead – Web to take end-to-end ownership of the organization’s global web landscape, comprising a diverse mix of legacy and modern web platforms. These websites are built using multiple technologies (CMS platforms, custom frameworks, static sites, legacy architectures) and are hosted across internal infrastructure as well as third-party vendor environments. 

This role is critical in establishing a centralized governance model to ensure that every web property adheres to enterprise-grade standards for security, performance, availability, and compliance. The individual will have accountability for web support functions and will proactively mitigate risks, enhance digital experience quality, and drive operational excellence across the ecosystem. 

You will collaborate closely with security teams, infrastructure teams, digital marketing, and external vendors, ensuring alignment with Johnson Controls’ policies, while continuously improving the reliability and performance of all public-facing digital assets. 

Key Responsibilities  

1. Web Landscape Ownership & Governance  

• Own the lifecycle management of the global web ecosystem, including inventory, architecture visibility, and operational health 

• Establish, maintain, and enforce enterprise-wide governance frameworks, standards, and guardrails for web platforms 

• Develop and maintain a centralized catalog of all websites, including technology stack, hosting model, ownership, and criticality 

• Standardize operational processes, documentation, and compliance checkpoints across all web properties 

2. Security, Risk Management & Compliance  

• Ensure all web applications adhere to Johnson Controls’ security policies and global compliance requirements 

• Continuously identify and remediate security vulnerabilities, misconfigurations, and outdated dependencies 

• Oversee implementation and governance of security layers such as WAF, SSL/TLS, DDoS protection, and access controls 

• Partner with cybersecurity teams to conduct periodic audits, penetration testing, and vulnerability assessments 

• Define and enforce incident response protocols for security breaches and ensure timely mitigation 

• Track and report risk posture and compliance status across the web ecosystem 

3. Vendor & Stakeholder Management  

• Serve as the primary point of contact for all external vendors hosting or managing Johnson Controls web properties 

• Ensure vendors strictly adhere to security standards, SLAs, contractual obligations, and performance benchmarks 

• Conduct regular vendor reviews, audits, and compliance checks 

• Collaborate with procurement, legal, and security teams to ensure vendor governance alignment 

• Drive accountability and continuous improvement through KPIs, scorecards, and operational reviews 

4. Performance Monitoring & Optimization  

• Define and monitor Core Web Vitals and other key performance indicators across all websites 

• Establish baseline benchmarks aligned with industry standards for performance, SEO, and accessibility 

• Implement tools and frameworks to track real user metrics (RUM) and synthetic monitoring 

• Identify performance bottlenecks and lead initiatives to optimize page load times, responsiveness, and stability 

• Work with development and infrastructure teams to implement performance best practices  

5. Incident Management & Production Support  

• Act as the lead escalation point for any web-related incidents impacting availability, performance, or security 

• Define and manage incident management processes, including prioritization, triaging, and escalation matrices 

• Ensure effective monitoring, alerting, logging, and observability strategies are in place 

• Lead root cause analysis and drive permanent fixes to prevent recurrence 

• Ensure adherence to SLAs for incident resolution and uptime commitments 

6. Continuous Improvement & Modernization  

• Evaluate the current web ecosystem to identify technical debt, redundancies, and modernization opportunities 

• Drive initiatives to consolidate, optimize, and modernize legacy platforms 

• Introduce automation for monitoring, reporting, compliance checks, and operational efficiency 

• Promote adoption of modern web practices (headless CMS, edge hosting, CI/CD pipelines, etc.) 

• Foster a proactive support culture, shifting from reactive issue handling to predictive prevention 

7. Reporting & Metrics  

• Develop dashboards and reports capturing:  

• Security posture and vulnerability trends 

• Website performance and Core Web Vitals 

• Vendor SLA adherence 

• Incident trends and resolution timelines 

• Present insights and recommendations to senior leadership and stakeholders 

• Drive data-backed decisions to continuously improve the web ecosystem 

Required Qualifications  

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline 

• 10+ years of experience in web technologies, digital platforms, or production support roles 

• Extensive knowledge of:  

• Web architectures (CMS platforms, headless, microservices, monoliths) 

• Hosting environments (cloud, on-prem, CDN, edge networks) 

• Web security principles (OWASP, WAF, SSL, DDoS protection, IAM) 

• Proven experience in managing large-scale, multi-vendor web ecosystems 

• Hands-on experience with monitoring tools, performance tuning, and incident management 

• Experience with enterprise platforms such as Sitecore, or similar CMS solutions 

• Familiarity with Core Web Vitals tools (Google Lighthouse, PageSpeed Insights, etc.) 

• Knowledge of modern frontend frameworks (React, Next.js) and DevOps practices (CI/CD pipelines) 

• Exposure to cloud platforms (Azure, AWS, GCP) and edge hosting providers (e.g., Vercel, Akamai, Cloudflare) 

• Strong leadership with the ability to drive cross-functional alignment 

• Deep understanding of risk management and compliance frameworks 

• Analytical mindset with a focus on data-driven insights and decisions 

• Ability to manage complex, distributed environments with multiple stakeholders 

• Effective communication skills for both technical and non-technical audiences