SRE III: AI-Driven Platform Reliability (ServiceNow)

J.P. Morgan; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

JPMorgan Chase is seeking a Site Reliability Engineer III to own end-to-end reliability for the ServiceNow platform within Enterprise Technology, Infrastructure Platforms. You will drive incident response, define SLOs, improve telemetry, and partner with engineering to reduce toil through automation.

The role emphasizes JVM tuning, database performance, and AI-assisted operational analysis, with strong emphasis on data sensitivity and governance.

Qualifications

• Formal training or certification on site reliability engineering concepts and 3+ years applied experience.
• Proficient in site reliability culture and principles and familiarity with how to implement site reliability within an application or platform.
• Proficient in at least one programming language such as Python, Java/Spring Boot, and .Net.
• Strong enterprise platform support experience and practical SRE/observability fundamentals relevant to ServiceNow.
• 10+ years in technical support, software development, performance load testing, or professional services.
• Expert-level understanding of web application stack components.
• Scripting: one or more of JavaScript, Python, Perl, Unix shell, Windows PowerShell.
• Experience working with/debugging object-oriented code like Java.
• Working knowledge of using enterprise-authorized AI capabilities within the work environment to support SRE workflows with strong validation habits and awareness of data sensitivity
• Ability to validate AI‑assisted operational recommendations before applying changes, escalating when uncertain and following data sensitivity requirements

Responsibilities

• Owns end-to-end reliability for the ServiceNow platform, including incident response, SLO/observability, automation, and platform performance engineering
• Troubleshoots incidents/problems; leads blameless post‑mortems and drives non‑recurrence actions
• Defines/defends SLIs/SLOs and error budgets; improves telemetry, monitoring, alerting, and performance testing review
• Monitors platform and product performance metrics; partners with engineering on remediation
• Identifies and delivers stability/resiliency/performance improvements; supports platform/vendor upgrades
• Automates repetitive operational work to reduce toil
• Performs design reviews for platform/tenant implementations; partners with architecture on platform standards
• Holistically analyzes ServiceNow instances to identify/remediate resource contention across all layers of the stack; explores platform Java and JavaScript to understand ServiceNow application behavior
• Improves throughput via JVM memory allocation and garbage collection tuning; optimizes relational database performance via query refactoring and/or database tuning
• Uses enterprise-authorized AI capabilities within the work environment to accelerate incident triage, troubleshooting, and post‑incident analysis, validating outputs and handling operational data according to sensitivity and security requirements.
• Applies enterprise-authorized AI capabilities within the work environment to identify patterns in operational signals that indicate reliability risk or recurring toil, prioritizing reuse‑first improvements tied to SLO outcomes.

Skills

Python

Java/Spring Boot

.Net

SRE/Observability

JVM tuning

SQL/DB

AI in operations

Unix/Linux

Tools

Oracle

MySQL

SQL Server

PostgreSQL

Job description

JPMorgan Chase is seeking a Site Reliability Engineer III to own end-to-end reliability for the ServiceNow platform within Enterprise Technology, Infrastructure Platforms. You will drive incident response, define SLOs, improve telemetry, and partner with engineering to reduce toil through automation.

The role emphasizes JVM tuning, database performance, and AI-assisted operational analysis, with strong emphasis on data sensitivity and governance.