Technology Reliability Lead - ITSM & RCA

JPMorgan Chase & Co.; Jersey City (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technology Support Lead to guide problem management and production resiliency within Community & Investment Bank Payments Technology.

You will drive RCA, collaborate across engineering and business teams, and lead data-driven improvements to prevent recurring incident themes while delivering complex technology projects. The role emphasizes reliability, AI-enabled problem analysis, and stakeholder communication to ensure stable, high-performing production

Qualifications

• 5+ years of experience troubleshooting, resolving, and maintaining IT services.
• Proficiency in Problem, Defect, and Change Management within ITSM.
• Ability to influence stakeholders across cross-functional teams and drive results.
• Experience developing solutions using Python for automation and using AI/ML to improve decision-making.

Responsibilities

• Lead RCA for incidents with thorough investigation and reporting to executives and stakeholders.
• Collaborate with Production Management and SRE teams to ensure reliability, performance, and on-call readiness.
• Drive improvements to reduce recurring incident themes and enhance service resilience.
• Collaborate with Development and Support teams to minimize client impact and MTTR.
• Leverage enterprise AI capabilities to accelerate problem analysis, planning, and risk assessment.
• Close out problem tickets and defects in ServiceNow with clear impact analysis.
• Engage in technical discussions to drive system stability and improvements.
• Prepare for audits with ITSM evidence and ensure regulatory compliance.
• Present monthly metrics on Problem, Change, and Defect Management to stakeholders.
• Maintain data-driven insights to inform strategic decisions.

Skills

Root Cause Analysis

SRE

ITSM

Change Management

Python automation

Data analysis

Tools

ServiceNow

Job description

JPMorgan Chase & Co. is seeking a Technology Support Lead to guide problem management and production resiliency within Community & Investment Bank Payments Technology.

You will drive RCA, collaborate across engineering and business teams, and lead data-driven improvements to prevent recurring incident themes while delivering complex technology projects. The role emphasizes reliability, AI-enabled problem analysis, and stakeholder communication to ensure stable, high-performing production