Technology Support III - Incident and Problem Manager

JPMorgan Chase & Co.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Technology Support III - Incident & Problem Manager for Employee Platforms Production Management in Singapore.

You will own incident calls, collaborate with technical resolvers and production management, and drive continuous improvement for a seamless user experience. You will lead incident triage, RCA sessions, and cross-functional communication while applying AI-assisted practices to identify recurring patterns and validated remediation actions, with APAC-hours

Qualifications

• Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines.
• 3+ years of experience troubleshooting, resolving, and maintaining IT services with AI-assisted incident workflows.
• Ability to review AI-assisted incident recommendations before action and escalate when uncertain.
• Knowledge of applications or infrastructure in large-scale environments on premises and in public cloud.
• Experience with observability and monitoring tools and ITIL processes.

Responsibilities

• Analyze and troubleshoot production technology flows to support business operations.
• Use enterprise AI capabilities to speed up incident triage and trend analysis with validation.
• Establish incident ownership and methodical evaluation of complex issues.
• Communicate clearly to technical and non-technical audiences about incidents and experiences.
• Improve operational stability by chairing problem/RCA calls.
• Work weekends and public holidays on a rotation basis during APAC hours.
• Apply reuse-first, AI-assisted practices in incident/problem/change routines for resiliency and security.

Skills

Incident management

AI-assisted support

Troubleshooting

Effective communication

Security awareness

Education

Bachelor’s Degree in CS/Cybersecurity/Data Science

Tools

Public cloud

Observability tools

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, escal…? 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
• 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