AI-Driven Tech Support Lead for Incidents & Reliability

JPMorgan Chase & Co.

Plano (TX)

On-site

USD 120,000 - 150,000

Full time

3 days ago

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Job summary

JPMorgan Chase & Co. seeks a Technology Support Lead to oversee production services within Consumer Community Banking's JP Morgan Wealth Management.

You will lead teams, ensure operational stability, and drive AI-assisted incident triage with validated remediation to maintain a seamless user experience. The role requires strong incident/problem/change management across on-premises and cloud environments, plus familiarity with ITIL processes and enterprise tools like ServiceNow, Confluence, and

Qualifications

5+ years of IT service troubleshooting and operations.
Experience using enterprise AI capabilities with data sensitivity awareness.
Ability to validate AI-assisted incident recommendations before action.

Responsibilities

Lead teams of technologists that provide end-to-end service delivery for business operations.
Leads team adoption of AI capabilities to improve incident triage with human-in-the-loop validation.
Execute policies and procedures ensuring stability and availability.
Monitor production environments for anomalies and use observability tools.
Escalate and communicate issues to stakeholders from incident resolution to service restoration.
Lead incident, problem, and change management across full stack systems.
Apply reuse-first, AI-assisted practices to identify recurring interruptions and validate remediation.