AI-Driven Problem Management & Governance Lead

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Problem Management Lead in Employee Platforms to serve as SME for end-to-end problem management, focusing on root cause identification, reduced incidents, and stable services. The role emphasizes risk and control standards with data-driven recommendations.

You will drive remediation actions, coordinate with engineering, and ensure remediation aligns with resiliency and security expectations, while reporting progress to stakeholders.

Qualifications

• 5+ years of experience troubleshooting, resolving, and maintaining IT services.
• Experience using enterprise-authorized AI capabilities to support production operations workflows.
• Ability to review and validate AI-assisted incident recommendations before action.
• Experience managing applications or infrastructure in large-scale environments (on-premises and cloud).
• Proficient in observability and monitoring tools and techniques.
• Experience executing ITIL-based processes.

Responsibilities

• Serve as SME for end-to-end problem management across core services from identification to closure.
• Lead adoption of enterprise AI capabilities to improve incident triage speed and consistency.
• Manage incident, problem, and change management for full-stack systems.
• Analyze incident trends to identify systemic problems and prioritize remediation.
• Facilitate root cause analyses and post-incident reviews, documenting corrective actions.
• Establish ownership, milestones, and reporting for problem records and remediation.

Skills

Problem management

AI in production ops

Root cause analysis

Stakeholder management

Observability/monitoring

ITIL familiarity

Education

ITIL certification

Job description

JPMorgan Chase & Co. seeks a Problem Management Lead in Employee Platforms to serve as SME for end-to-end problem management, focusing on root cause identification, reduced incidents, and stable services. The role emphasizes risk and control standards with data-driven recommendations.

You will drive remediation actions, coordinate with engineering, and ensure remediation aligns with resiliency and security expectations, while reporting progress to stakeholders.