ITSM Technology Support 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

Job Description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

Job Responsibilities

• Strong hands-on experience in driving Root Cause Analysis (RCA) for incidents, ensuring thorough investigation and resolution, addressing system gaps, implementing preventive measures and reporting summaries to executive, technical and client or business stakeholders.
• Collaborates closely with Production Management engineering team with a SRE mindset to ensure operational readiness (SLIs SLOs, monitoring, alerting, on call readiness, incident learnings) and that reliability, resiliency, and performance criteria are met
• Drive solutions and process improvements that reduce incident and issue themes recurrence based on thorough thematic analysis, enhance service resilience, increase problem resolution rates and apply lessons learned across technology teams at scale.
• Collaborate with Development and Support teams to analyze, review, and facilitate changes or efforts to reduce Client impact, impact duration or Mean Time to Recover (MTTR) and mitigate operational risks in Production environments.
• Uses enterprise-authorized AI capabilities within the work environment to accelerate problem analysis, program planning and risk synthesis (example consolidating inputs into integrated plans, RAID, and executive-ready updates), validating outputs, driving data-driven insights and handling data according to sensitivity requirements
• Close out Problem Tickets and Defects linked to problem tickets, record impacts in ServiceNow records ensuring timely and effective resolution.
• Engage in technical conversations with Production Management and Applications teams, providing insights and questioning to drive improvements and enhance system stability and resiliency, leveraging industry best practices.
• Preparing for and support internal and external audits with comprehensive ITSM evidence and ensure adherence to regulatory standards, separation of duties, and firmwide policies
• Influence and drive best practices in Service Management, ensuring smooth transitions and minimal disruptions work with firmwide and cross line of business teams
• Monitor, prepare and present monthly metrics reports including key risk indicators, operational and compliance metrics on Problem Management, Change Management, Defect Management, and ITSM processes to stability stakeholder forums

Required Qualifications, Capabilities, And Skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated 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. Excellent problem-solving skills and proven ability to drive thorough Root Cause Analysis.
• 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

Preferred Qualifications, Capabilities And Skills

• 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 leveraging technology and AI tools, provide direction, drive thematic driven proactive problem management and communicate data-driven insights effectively to inform strategic decisions.
• Experience in preparing and presenting service level management and operational metrics reports to diverse and senior stakeholder forums

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation. JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.