Incident & Problem Manager — Tech Support II

JPMorganChase

Singapore

On-site

SGD 90,000 - 130,000

Full time

4 days ago

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Job summary

J.P. Morgan is seeking a Technology Support II – Incident & Problem Manager in Singapore to own incident management across production systems.

You will work with technical resolvers, production management, and development teams to troubleshoot and drive continuous improvement, ensuring a seamless user experience across internal and external systems. The role emphasizes AI-assisted incident triage, observability, and ITIL-aligned processes, with weekend/APAC rotations.

Qualifications

Bachelor's degree in Computer Science, Cybersecurity, Data Science, or related disciplines.
2+ years of experience troubleshooting, resolving, and maintaining IT services with AI-assisted workflows.
Ability to review and validate AI-assisted incident recommendations; escalate when uncertain.
Experience with applications or infrastructure in large-scale environments on premises and in public cloud.
Familiarity with observability tools and ITIL processes.
Exposure to IT security expectations and data sensitivity considerations.

Responsibilities

Analyze and troubleshoot production technology flows to ensure end-to-end service delivery.
Leverage enterprise AI capabilities to speed up incident triage and trend analysis.
Establish strong command and control of incidents with clear accountability.
Communicate incident status to diverse technical and non-technical audiences.
Improve stability by chairing problem/RCA calls and driving remediation.
Work on weekends and public holidays on a rotation basis for APAC hours.
Apply AI-assisted practices within incident/problem/change routines to identify recurring patterns.