Technology Support II - Incident and Problem Manager

JPMorganChase; Singapore; Presencial; SGD 90 000 - 130 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Incident management

AI-assisted tooling

Observability

ITIL awareness

Cloud computing

Troubleshooting

Formação académica

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

Descrição da oferta de emprego

Job Description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support II – Incident & Problem Manager in Employee Platforms Production Management, you will own and drive incident calls collaborating with technical resolvers, production management, application development. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escal, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job Responsibilities

• Analyze and troubleshoot production technology flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements
• Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues
• Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
• Improve operational stability and availability through chairing the problem/RCA calls
• Candidate has to work on weekends, public holidays on rotation basis during the APAC hours.
• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations

Required Qualifications, Capabilities, And Skills

• Bachelor's Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred Qualifications, Capabilities, And Skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud

ABOUT US

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.

We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About The Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.