SRE Lead: Production Reliability & Observability

VetJobs; Tampa (FL); On-site; USD 120,000 - 180,000; Full time

Job summary

JP Morgan Chase in Tampa, FL seeks a Technology Support Lead to own production services in the Merchant Services group. You’ll lead SRE-driven reliability, resiliency, and observability, guiding incident resolution and end-to-end service delivery across on-prem and cloud platforms.

You will drive stability improvements, automate workflows, and ensure operational readiness while mentoring technologists and aligning with security and auditability needs.

Qualifications

• 5+ years of troubleshooting and maintaining information technology services.
• Strong background in Site Reliability Engineering (SRE), Production Engineering, Application Support, Platform Engineering, or Technology Operations.
• Proven experience leading technical resolution efforts for complex production incidents.
• Demonstrated expertise in root cause analysis, problem management, and recurrence elimination.
• Experience supporting highly available distributed systems in cloud and hybrid environments.
• Strong understanding of observability, monitoring, telemetry, event management, and operational intelligence.
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud.
• Proficient in observability and monitoring tools and techniques.
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework.

Responsibilities

• Serve as the technical production owner for critical merchant payment services and client-facing platforms.
• Apply Site Reliability Engineering (SRE) principles to improve reliability, availability, scalability, and operational efficiency.
• Drive end-to-end service quality and client experience through data-driven operational improvements.
• Evaluate service readiness for production release activities, ensuring operational controls, supportability, resiliency, and observability requirements are met.
• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.
• Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and elevate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration
• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

Skills

SRE

Production Engineering

Incident management

Root cause analysis

Observability

Monitoring

ITIL processes

Education

High School/GED

Tools

Grafana

Splunk

Dynatrace

OpenSearch

AWS Console

GitHub Copilot

Job description

JP Morgan Chase in Tampa, FL seeks a Technology Support Lead to own production services in the Merchant Services group. You’ll lead SRE-driven reliability, resiliency, and observability, guiding incident resolution and end-to-end service delivery across on-prem and cloud platforms.

You will drive stability improvements, automate workflows, and ensure operational readiness while mentoring technologists and aligning with security and auditability needs.