Problem Management & Governance Lead, Tech Operations

JPMorganChase; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

JPMorganChase is seeking a Problem Management Lead in Employee Platforms to drive end-to-end problem management, root cause analysis, and remediation across core services. You will champion AI-assisted incident triage with proper validation and ensure governance, risk, resiliency, and documentation standards are met.

You will influence engineering, operations, and control functions to deliver sustainable remediation, improve service resilience, and reduce recurring issues while maintaining

Qualifications

• Experience in problem management leadership.
• Experience using enterprise-approved AI for operations workflows with validation and data sensitivity awareness.
• Ability to review AI-assisted incident recommendations before action.
• Experience managing apps or infra in large-scale tech environments (on‑premises and cloud).
• Proficiency in observability and monitoring tools and techniques.
• Familiarity with ITIL processes.
• Experience managing end-to-end problem records and RCA.
• Strong analytical skills to prioritize remediation by impact and risk.
• Ability to manage operational risk, resiliency, and audit needs.
• Proven stakeholder management and ability to influence senior stakeholders.

Responsibilities

• Serve as SME for end-to-end problem management across apps and infra from identification to closure.
• Lead adoption of enterprise AI capabilities to speed up incident triage with human-in-the-loop validation.
• Execute policies to ensure stability and lead incident, problem, and change management.
• Analyze incident trends to identify systemic problems and prioritize remediation.
• Facilitate root cause analyses and post-incident reviews with corrective actions.
• Define ownership, milestones, and reporting for problem records and remediation.
• Collaborate with engineering, operations, and control functions to improve resilience.
• Maintain problem records and known-error information with actionable workarounds.
• Identify operational risks and coordinate mitigation, governance, and audit actions.
• Define and report problem management metrics and reductions in incidents.

Skills

Problem management

AI in ops

AI-assisted recommendations

On-prem & cloud

Observability

ITIL

Root cause analysis

Stakeholder management

Incident management

Data-driven decision making

Communication skills

Job description

JPMorganChase is seeking a Problem Management Lead in Employee Platforms to drive end-to-end problem management, root cause analysis, and remediation across core services. You will champion AI-assisted incident triage with proper validation and ensure governance, risk, resiliency, and documentation standards are met.

You will influence engineering, operations, and control functions to deliver sustainable remediation, improve service resilience, and reduce recurring issues while maintaining