Merchant Services Tech Lead — Production & Reliability

JPMorgan Chase & Co.; Tampa (FL); On-site; USD 120,000 - 190,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Technology Support Lead to oversee production ownership of critical merchant payment services. You will apply SRE principles to improve reliability, availability, and performance, driving end-to-end operational excellence.

You will lead teams, validate AI-assisted incident recommendations, and coordinate with stakeholders to ensure stability and security across on-premises and cloud environments.

Qualifications

• 5+ years troubleshooting, resolving, and maintaining IT services.
• Strong background in Site Reliability Engineering (SRE) or Production/Platform Engineering.
• Proven experience leading technical resolution for complex production incidents.
• Expertise in root cause analysis, problem management, and recurrence elimination.
• Experience with highly available distributed systems in cloud/hybrid environments.
• Strong understanding of observability, monitoring, telemetry, and incident management.
• Experience using AI capabilities in production operations with validation.
• Ability to review AI-assisted incident recommendations before action.

Responsibilities

• Serve as technical production owner for critical merchant payment services.
• Apply SRE principles to improve reliability, availability, scalability, and efficiency.
• Drive end-to-end service quality and client experience through data-driven improvements.
• Evaluate production readiness for release, ensuring controls, resiliency, and observability.
• Lead teams delivering end-to-end service for business operations.
• Lead adoption of AI capabilities with human-in-the-loop validation and data sensitivity awareness.
• Execute policies to ensure stability and manage incidents, problems, and changes.
• Monitor production environments, address anomalies, and communicate solutions to stakeholders.
• Apply AI-assisted practices to identify recurring interruption patterns and validate remediation.

Skills

SRE

Incident management

Root cause analysis

Cloud & hybrid environments

Observability

AI-assisted operations

Tools

Grafana

Splunk

Dynatrace

OpenSearch

AWS Console

Job description

JPMorgan Chase & Co. seeks a Technology Support Lead to oversee production ownership of critical merchant payment services. You will apply SRE principles to improve reliability, availability, and performance, driving end-to-end operational excellence.

You will lead teams, validate AI-assisted incident recommendations, and coordinate with stakeholders to ensure stability and security across on-premises and cloud environments.