Senior Incident Leader, Tech Operations & AI-Driven Resilience

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 110,000 - 170,000; Full time

Job summary

JPMorgan Chase & Co. in Columbus seeks a Technology Support Lead in Employee Platforms Production Management to ensure the operational stability, availability, and performance of production services.

You will lead technologists, act as senior incident manager for major incidents, and drive post-incident reviews, root-cause analysis, and remediation tracking. The role requires ITIL expertise, strong observability skills, and the ability to communicate clearly with executives while overseeing

Qualifications

• 5+ years troubleshooting, resolving, and maintaining IT services.
• Ability to review and validate AI-assisted incident recommendations and escalate when needed.
• Experience managing applications or infrastructure in large-scale environments on premises and in cloud.
• Proficient in observability and monitoring tools and techniques.
• Experience executing ITIL-aligned incident, problem, and change management practices.

Responsibilities

• Lead teams delivering end-to-end service for business operations.
• Serve as senior incident manager for major incidents, driving triage, escalation, communications, and restoration.
• Drive post-incident reviews, root cause analysis, and remediation tracking.
• Lead with clarity and urgency during time-sensitive incidents, balancing risk and stakeholder communication.
• Oversee AI capabilities adoption to improve triage speed with human-in-the-loop validation.
• Ensure stability and availability through incident, problem, and change management.

Skills

Incident management

AI-assisted triage

Observability & monitoring

ITIL framework

Executive communication

Tools

Observability tools

Job description

JPMorgan Chase & Co. in Columbus seeks a Technology Support Lead in Employee Platforms Production Management to ensure the operational stability, availability, and performance of production services.

You will lead technologists, act as senior incident manager for major incidents, and drive post-incident reviews, root-cause analysis, and remediation tracking. The role requires ITIL expertise, strong observability skills, and the ability to communicate clearly with executives while overseeing