Lead Solutions Analyst - Production Support / Release Management

JPMorganChase; Jersey City (NJ); On-site; USD 120,000 - 165,000; Full time

Job summary

JPMorganChase is seeking a Production Support & Release Manager to own incident management and lead release processes for high‑volume, low‑latency applications within Asset & Wealth Management. You will coordinate across engineering, QA, infrastructure, and business teams to resolve issues quickly and implement sustainable fixes.

The role requires 5+ years in production support or release management, strong ITIL/CDP knowledge, and hands‑on experience with ServiceNow, Jenkins, Git, and

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 5+ years of experience in production/application support and/or release management.
• Proven experience managing production environments and coordinating releases in a complex, enterprise setting.
• Strong understanding of the software development lifecycle (SDLC) and the ITIL service management framework & related industry and product knowledge.
• Technical fluency in: Incident/change tooling (ServiceNow, Jira); CI/CD & release (Jenkins); Version control (Git, Bitbucket); Monitoring/observability (Splunk, Dynatrace, Grafana); Scripting (Shell/Bash, Python, PowerShell); Databases (SQL, Oracle); Cloud/Infra (Docker, Kubernetes, Linux); Config management (Ansible).
• Strong communication — able to translate technical issues for business and executive stakeholders during high‑pressure incidents.
• Calm under pressure and decisive in crisis/major‑incident situations.
• Excellent coordination and stakeholder management across development, QA, infrastructure, and business teams.
• Strong organizational and planning skills; detail‑oriented with risk awareness, and an analytical, structured problem‑solving mindset.

Responsibilities

• Own incident management for production systems — triage, troubleshoot, resolve, and drive incidents to closure within SLAs
• Act as escalation point for major/severity‑1 incidents; coordinate bridge calls and stakeholder communication
• Perform root cause analysis (RCA) and drive permanent fixes and preventative actions (problem management)
• Monitor system health, application performance, batch jobs, and infrastructure using observability tooling
• Maintain and improve runbooks, knowledge base articles, and standard operating procedures
• Track and report on support KPIs (MTTR, incident volume, SLA adherence, availability/uptime)
• Own the release calendar and coordinate release schedules across multiple teams and environments
• Plan, govern, and execute release/change management in line with organizational standards
• Manage deployment pipelines, cutover plans, rollback/back‑out plans, and go/no‑go decisions
• Ensure adherence to CI/CD, versioning, and configuration management practices
• Coordinate UAT sign‑off, release readiness reviews, and post‑implementation validatio

Skills

Incident management

Release management

Root cause analysis

Monitoring & observability

CI/CD pipelines

Scripting

Docker & Kubernetes

ITIL fundamentals

Stakeholder management

Communication under pressure

Problem solving

Automation/DevOps culture

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Tools

Jira

ServiceNow

Git/Bitbucket

Jenkins

Splunk

Dynatrace

Grafana

Docker

Kubernetes

Ansible

Autosys

Linux

Job description

Job Description

Join Project Triumph at the heart of the Asset & Wealth Management Division, working on one of the most interesting and challenging projects with truly cutting‑edge technologies. We are first and foremost seeking individuals who are genuinely passionate about solving business challenges through innovation and sound engineering practices.

Job Description

Join Project Triumph at the heart of the Asset & Wealth Management Division, working on one of the most interesting and challenging projects with truly cutting‑edge technologies. We are first and foremost seeking individuals who are genuinely passionate about solving business challenges through innovation and sound engineering practices.
As a Production Support & Release Manager, you will support high‑volume, low‑latency scalable applications and microservices that interface with Investment Management Systems and other downstream systems facilitating STP workflows for our stakeholders.
You will apply deep expertise across every facet of production support while partnering closely with a wide range of stakeholders each day — including the portfolio manager group and operations — to remain focused on resolving issues comprehensively.
You will work seamlessly in a fast‑paced Agile team within a large collaborative global team, helping build a culture of innovation and inclusion. We embrace a culture of experimentation, with a constant drive toward improvement and continuous learning, in a collaborative, trusting, and thought‑provoking environment that champions diversity of thought and creative solutions serving the best interests of our customers globally.

Job Responsibilities

• Own incident management for production systems — triage, troubleshoot, resolve, and drive incidents to closure within SLAs
• Act as escalation point for major/severity‑1 incidents; coordinate bridge calls and stakeholder communication
• Perform root cause analysis (RCA) and drive permanent fixes and preventative actions (problem management)
• Monitor system health, application performance, batch jobs, and infrastructure using observability tooling
• Maintain and improve runbooks, knowledge base articles, and standard operating procedures
• Track and report on support KPIs (MTTR, incident volume, SLA adherence, availability/uptime)
• Own the release calendar and coordinate release schedules across multiple teams and environments
• Plan, govern, and execute release/change management in line with organizational standards
• Manage deployment pipelines, cutover plans, rollback/back‑out plans, and go/no‑go decisions
• Ensure adherence to CI/CD, versioning, and configuration management practices
• Coordinate UAT sign‑off, release readiness reviews, and post‑implementation validatio

Required Qualifications, Capabilities, And Skills

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience)
• 5+ years of experience in production/application support and/or release management
• Proven experience managing production environments and coordinating releases in a complex, enterprise setting
• Strong understanding of the software development lifecycle (SDLC) and the ITIL service management framework & related industry and product knowledge
• Technical fluency in: Incident/change tooling (ServiceNow, Jira); CI/CD & release (Jules/Jenkins); Version control (Git, Bitbucket); Monitoring/observability (Splunk, Dynatrace, Grafana); Scripting (Shell/Bash, Python, PowerShell); Databases (SQL query skills, Oracle); Cloud/Infra (Docker, Kubernetes, basic Linux/Unix administration); Config management (Ansible)
• Strong communication — able to translate technical issues for business and executive stakeholders during high‑pressure incidents
• Calm under pressure and decisive in crisis/major‑incident situations
• Excellent coordination and stakeholder management across development, QA, infrastructure, and business teams
• Strong organizational and planning skills; detail‑oriented with risk awareness, and an analytical, structured problem‑solving mindset

Preferred Qualifications, Capabilities, And Skills

• Certifications: ITIL v4, PMP/PRINCE2, AWS/Azure certifications, Scrum/SAFe
• Experience in a regulated industry (financial services, healthcare) with associated compliance/audit requirements
• Experience with DevOps culture, SRE practices, and automation of manual support tasks
• Familiarity with disaster recovery (DR) and business continuity planning
• Batch and scheduling experience — Autosys or similar
• Charles River IMS experience
• Ownership mentality with a focus on continuous service improvement

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 Asset & Wealth Management delivers industry‑leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.