Incidents & Problems Lead - AI-Driven Production Support

JPMORGAN CHASE BANK, N.A.; Singapore; Sur place; SGD 90 000 - 150 000; Plein temps

Résumé du poste

JPMORGAN CHASE BANK, N.A. seeks a Technology Support III – Incident & Problem Manager to own and drive incident calls, collaborating with technical resolvers and production management.

You will lead efforts to troubleshoot and resolve production interruptions across internal and external systems, ensuring a seamless user experience. Responsibilities include analyzing production tech flows, utilizing AI-assisted triage, and leading incident communications while promoting continuous improvement

Qualifications

• Bachelor's degree in CS, cybersecurity, data science, or related.
• 3+ years of experience troubleshooting, resolving, and maintaining IT services.
• Experience using enterprise AI capabilities to support production support workflows.
• Ability to review and validate AI-assisted incident recommendations and escalate when needed.
• Knowledge of applications or infrastructure in large-scale tech environments, on premises and in public cloud.
• Experience with observability and monitoring tools and techniques.
• Exposure to ITIL processes and practices.

Responsabilités

• Analyze and troubleshoot production technology flows to ensure end-to-end service delivery.
• Use enterprise AI capabilities to speed up incident triage and trend analysis while ensuring data security.
• Establish clear incident ownership and methodical evaluation of complex issues.
• Communicate incident status clearly to technical and non-technical audiences.
• Lead and chair problem/RCA calls to improve stability and resiliency.
• Be prepared to work on weekends/public holidays on rotation during APAC hours.
• Apply reuse-first, AI-assisted practices to identify recurring interruption patterns and validate remediation actions.

Connaissances

Incident management

AI-assisted triage

ITIL

Observability

Cloud

Scripting

Formation

Bachelor's degree in Computer Science, Cybersecurity, Data Science, or related disciplines

Outils

Public Cloud

Observability Tools

Description du poste

JPMORGAN CHASE BANK, N.A. seeks a Technology Support III – Incident & Problem Manager to own and drive incident calls, collaborating with technical resolvers and production management.

You will lead efforts to troubleshoot and resolve production interruptions across internal and external systems, ensuring a seamless user experience. Responsibilities include analyzing production tech flows, utilizing AI-assisted triage, and leading incident communications while promoting continuous improvement