ITSM Technology Lead: Incident RCA & Reliability

JPMorgan Chase; Jersey City (NJ); Sur place; USD 140 000 - 180 000; Plein temps

Résumé du poste

JPMorgan Chase seeks a Technology Support Lead in Community & Investment Bank Payments Technology to lead problem management, RCA investigations, and incident prevention. You will drive SRE practices, collaborate with Production Management, and oversee changes to reduce client impact and MTTR.

Strong Python skills and experience with AI/ML to enhance decision-making are preferred. In this role, you’ll contribute to audits, monitor service reliability, and communicate insights to senior

Qualifications

• 5+ years of experience troubleshooting, resolving, and maintaining IT services.
• Proficient in SRE and ITSM processes including Problem, Defect, and Change Management.
• Experience influencing stakeholders across cross-functional teams in a global organization.
• Strong problem-solving skills with ability to drive Root Cause Analysis.
• Experience developing solutions using Python for automation and AI/ML for decision-making.
• Ability to review large data volumes and communicate data-driven insights.
• Excellent written and verbal communication with senior management.

Responsabilités

• Lead Root Cause Analysis for incidents and drive preventive measures.
• Collaborate with Production Management and Engineering to ensure operational readiness (SLIs/SLOs, monitoring, on-call readiness).
• Drive process improvements to reduce incident themes and improve resilience across teams.
• Partner with Development and Support to minimize client impact and MTTR.
• Utilize AI capabilities to accelerate problem analysis and risk synthesis.
• Close out problem tickets and record impacts in systems like ServiceNow.
• Present operational metrics and ITSM reports to stakeholders and during audits.

Connaissances

Root Cause Analysis

SRE

ITSM

Python

AI/ML

Data Analysis

Stakeholder Management

Incident Management

Outils

ServiceNow

Python

Description du poste

JPMorgan Chase seeks a Technology Support Lead in Community & Investment Bank Payments Technology to lead problem management, RCA investigations, and incident prevention. You will drive SRE practices, collaborate with Production Management, and oversee changes to reduce client impact and MTTR.

Strong Python skills and experience with AI/ML to enhance decision-making are preferred. In this role, you’ll contribute to audits, monitor service reliability, and communicate insights to senior