ITSM Problem Management Lead — Reliability & RCA

JPMorgan Chase & Co.; Tampa (FL); On-site; USD 147,000 - 200,000; Full time

Job summary

JPMorgan Chase & Co. in Jersey City, NJ seeks an ITSM Technology Support Lead to guide problem management, RCA, and service reliability across production systems in the Commercial & Investment Bank unit.

You will lead cross-functional teams, apply AI/ML analytics, oversee changes, and prepare executive metrics while ensuring regulatory compliance and incident readiness.

Join a dynamic team responsible for sustaining production stability and delivering high-quality IT services across the firm.

Qualifications

• 5+ years troubleshooting, resolving, and maintaining IT services.
• Proficiency in SRE and ITSM processes including Problem, Defect and Change Management.
• Experience influencing stakeholders across cross-functional teams in a global organization.
• Strong decision-making and problem-solving abilities.
• Experience developing Python-based problem-management automation and using AI/ML for decision support.
• Ability to review large data volumes and translate insights into actions.
• Excellent communication skills for senior management during incidents and reviews.
• Ability to build relationships across internal and external partners.
• Multitask in high-pressure environments with a results-oriented mindset.
• Experience presenting service level management and operational metrics to diverse stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment.

Responsibilities

• Drive RCA for incidents, document findings, and implement preventive measures.
• Collaborate with Production Management and Engineering for reliability and performance.
• Lead solutions and process improvements to reduce recurrence and MTTR.
• Work with Development and Support to minimize client impact and risks.
• Leverage enterprise AI capabilities to accelerate problem analysis and planning.
• Close out problem tickets and defects with timely resolutions in ServiceNow.
• Engage with teams to provide insights and drive system stability.
• Prepare ITSM evidence for audits and ensure regulatory compliance.
• Promote best practices in Service Management across teams.
• Monitor and present monthly risk and operational metrics to stakeholders.

Skills

SRE

ITSM

Root Cause Analysis

Stakeholder influence

Tools

Python

AI/ML

Job description

JPMorgan Chase & Co. in Jersey City, NJ seeks an ITSM Technology Support Lead to guide problem management, RCA, and service reliability across production systems in the Commercial & Investment Bank unit.

You will lead cross-functional teams, apply AI/ML analytics, oversee changes, and prepare executive metrics while ensuring regulatory compliance and incident readiness.

Join a dynamic team responsible for sustaining production stability and delivering high-quality IT services across the firm.