Tech Support Lead — AI-Driven Pre-Prod & Incident

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

JPMorgan Chase & Co. in Columbus, OH seeks a Technology Support Lead for Pre-Production Problem and Coordination Management to ensure pre-production readiness across large-scale financial platforms.

You will coordinate database stand-in testing, provide guidelines, and publish enterprise change schedules while supporting test accounts and data management practices. The role focuses on leading cross-functional teams, implementing AI-assisted incident handling with validation, and maintaining

Qualifications

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• 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

• 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, 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

IT incident management

AI in IT operations

Cloud & on-prem environments

Observability tools

ITIL processes

Job description

JPMorgan Chase & Co. in Columbus, OH seeks a Technology Support Lead for Pre-Production Problem and Coordination Management to ensure pre-production readiness across large-scale financial platforms.

You will coordinate database stand-in testing, provide guidelines, and publish enterprise change schedules while supporting test accounts and data management practices. The role focuses on leading cross-functional teams, implementing AI-assisted incident handling with validation, and maintaining