ITSM & SRE Incident Lead

JPMorganChase; Jersey City (NJ); On-site; USD 120,000 - 150,000; Full time

Job summary

JPMorganChase is seeking a results-driven IT service management specialist to lead RCA-driven improvements in our Production Management ecosystem. You will collaborate with SRE and Development teams to improve reliability, performance, and incident response.

You will apply AI-enabled analysis, drive changes to reduce MTTR, and present operational metrics to senior stakeholders, ensuring adherence to policies and regulatory standards across the production environment.

Qualifications

• 5+ years of experience troubleshooting, resolving, and maintaining information technology services.
• Proficiency in SRE and ITSM processes, including Problem Management, Defect Management, and Change Management.
• Experience building relationships from both customer and technology perspectives in a global organization with proven ability to influence stakeholders across cross-functional teams and drive results.
• Strong decision-making capabilities and proven ability to identify problems and recommend solutions.
• Experience developing solutions using Python for problem management automation and utilizing AI and machine learning solutions to improve decision-making.
• Ability to review large volumes of data, provide direction, drive thematic driven proactive problem management and communicate data-driven insights effectively to inform strategic decisions.
• Strong oral and written communication skills, including the ability to engage in technical discussions, provide clear insights and effectively communicate with senior management during incidents, changes, and problem reviews.
• Ability to establish, maintain strong relationships partnerships across various internal and external business partners.
• Demonstrated ability to multitask and prioritize in high-pressure environments; results-oriented.
• Experience in preparing and presenting service level management and operational metrics reports to diverse and senior stakeholder forums
• Ability to work independently and collaboratively as well as remain calm and focused in a fast-paced environment

Responsibilities

• Perform RCA for incidents and document resolutions.
• Collaborate with Production Management and SRE teams to ensure reliability.
• Drive incident reduction through thematic analysis and learnings.
• Work with Development and Support to reduce client impact and MTTR.
• Utilize AI capabilities to accelerate problem analysis and planning.
• Close out problem tickets and update ServiceNow.
• Present metrics on ITSM processes to stakeholders.
• Engage with teams to drive best practices in service management.
• Support audits and ensure compliance with policies.

Skills

Root Cause Analysis

SRE mindset

Stakeholder management

Data analysis

Problem-solving

Communication

Python for automation

Tools

ServiceNow

AI tooling

Job description

JPMorganChase is seeking a results-driven IT service management specialist to lead RCA-driven improvements in our Production Management ecosystem. You will collaborate with SRE and Development teams to improve reliability, performance, and incident response.

You will apply AI-enabled analysis, drive changes to reduce MTTR, and present operational metrics to senior stakeholders, ensuring adherence to policies and regulatory standards across the production environment.