Technology Support III - Incident and Problem Manager

JPMorganChase; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

J.P. Morgan in Singapore is seeking a Technology Support III – Incident & Problem Manager in Employee Platforms Production Management to own and drive incident calls, coordinating with technical resolvers and production teams for seamless service delivery.

You will troubleshoot production interruptions, promote continuous improvement, and ensure secure handling of operational data while leveraging AI capabilities to speed triage and analysis.

Qualifications

• Bachelor's degree in Computer Science, Cybersecurity, Data Science, or related disciplines.
• 3+ years of experience troubleshooting, resolving, and maintaining information technology services with AI-assisted workflows and strong validation habits.
• Ability to review and validate AI-assisted incident recommendations and escalate when uncertain.
• Knowledge of applications or infrastructure in large-scale technology environments both on premises and public cloud.
• Experience with observability and monitoring tools and techniques.
• Exposure to ITIL processes.

Responsibilities

• Analyze and troubleshoot production technology flows to ensure end-to-end 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, with strong data sensitivity.
• 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

Skills

Incident management

AI-assisted troubleshooting

Observability & monitoring

ITIL framework

Cloud & on-prem infrastructure

Communication with stakeholders

Education

Bachelor's degree in Computer Science / Cybersecurity / Data Science or related

Tools

Automation scripting

General purpose programming languages

Job description

Job Description

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

Job Description

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

As a Technology Support III – 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, elevate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

• 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
• 3+ 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 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.