ITSM & Problem Management Lead – Payments Tech

Aumni; Jersey City (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

JPMorgan Chase & Co. in Jersey City seeks a Technology Support Lead to drive root-cause analysis and stability across payments technology. You will lead problem management, oversee incidents, and collaborate with Production Management and development teams to ensure reliable, scalable systems.

The role emphasizes AI-enabled analytics, audit readiness, and ongoing service improvement, with engagement across executive stakeholders and adherence to firm-wide policies.

Qualifications

• 5+ years of IT service experience and incident resolution.
• Proficient in RCA and ITSM processes.
• Experience influencing cross-functional teams and stakeholders.

Responsibilities

• Lead root cause analysis for incidents and report outcomes to stakeholders.
• Work with Production Management and SRE to ensure readiness (SLIs/SLOs, monitoring, on-call).
• Drive improvements to reduce recurring incident themes and MTTR.
• Collaborate with Development/Support to reduce client impact and operational risk.
• Leverage AI capabilities to accelerate problem analysis and planning.
• Close tickets and defects, document impacts in ServiceNow.
• Engage in technical discussions to improve system stability.
• Prepare for audits with ITSM evidence and regulatory compliance.
• Promote best practices in Service Management across teams.
• Monitor and present monthly metrics to senior stakeholders.

Skills

Root Cause Analysis

SRE/ITSM

Python automation

Stakeholder influence

Analytics & data-driven

Tools

ServiceNow

Python

Job description

JPMorgan Chase & Co. in Jersey City seeks a Technology Support Lead to drive root-cause analysis and stability across payments technology. You will lead problem management, oversee incidents, and collaborate with Production Management and development teams to ensure reliable, scalable systems.

The role emphasizes AI-enabled analytics, audit readiness, and ongoing service improvement, with engagement across executive stakeholders and adherence to firm-wide policies.