Problem Management Lead: Tech Resilience & AI-Driven Ops

Next Frontier Capital; Columbus (OH); Sur place; USD 140 000 - 170 000; Plein temps

Avantages offerts par ce poste

Competitive total rewards

Health and wellness programs

On-site facilities

Résumé du poste

JPMorganChase, a premier financial services firm, seeks a Problem Management Lead in Employee Platforms to strengthen resilience, improve service quality, and govern core services across our technology stack.

You will serve as the subject matter expert for end-to-end problem management, focusing on root cause identification, recurrence reduction, and remediation decisions that meet risk, control, resiliency, and documentation standards.

Qualifications

• 5+ years of experience troubleshooting and maintaining IT services.
• Experience applying enterprise AI capabilities to production operations with data sensitivity awareness.
• Ability to validate AI-assisted incident recommendations and escalate when needed.
• Experience managing apps or infrastructure in large-scale on-premises and cloud environments.
• Proficient with observability and monitoring techniques.
• Familiarity with ITIL processes and service management practices.
• Proven ability to manage end-to-end problem records and remediation actions.
• Strong analytical and stakeholder-influencing skills.

Responsabilités

• Serve as SME for end-to-end problem management across services, from identification to closure.
• Leads adoption of enterprise AI capabilities to improve incident triage speed with human-in-the-loop validation.
• Execute policies ensuring stability and lead incident, problem, and change management for full stack systems.
• Analyze incident trends to identify systemic problems and prioritize remediation by impact and risk.
• Facilitate root cause analyses and post-incident reviews to create preventive actions.
• Establish ownership, milestones, and reporting for problem records and remediation actions.
• Partner with engineering, operations, service owners, control functions to deliver remediation and resilience.
• Maintain problem records and known-error information with workarounds and risk acceptances.
• Identify operational risks and coordinate mitigation, governance, audit actions.
• Define and report problem management metrics like recurrence and service impact reductions.
• Apply reuse-first, AI-assisted practices across incident/problem/change routines.

Connaissances

Problem management

Root cause analysis

AI-assisted incident management

ITIL

Stakeholder management

Data-driven decision making

Cloud/on-premises environments

Outils

Observability tools

Monitoring tools

Description du poste

JPMorganChase, a premier financial services firm, seeks a Problem Management Lead in Employee Platforms to strengthen resilience, improve service quality, and govern core services across our technology stack.

You will serve as the subject matter expert for end-to-end problem management, focusing on root cause identification, recurrence reduction, and remediation decisions that meet risk, control, resiliency, and documentation standards.