Technology Support III - Incident Manager

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

JPMorgan Chase & Co. in Columbus, OH, seeks a Technology Support III to ensure operational stability of production flows within Employee Platforms Production Management.

You will troubleshoot, maintain, and drive continuous improvement across incident, problem, and change activities for enterprise systems. The role emphasizes the use of enterprise AI capabilities for faster insights, rigorous validation of AI recommendations, and collaboration with security and operations teams to maintain

Qualifications

• Three or more years troubleshooting, restoring, and maintaining IT services.
• Experience using enterprise AI capabilities to support production workflows with data sensitivity in mind.
• Ability to validate AI-assisted incident recommendations and escalate when needed.
• Familiarity with large-scale applications/infrastructure both on-premises and in the cloud.
• Experience with observability and monitoring concepts and tools.

Responsibilities

• Provide end-to-end service delivery for production systems and maintain stability and availability.
• Leverage AI-enabled capabilities to speed incident triage and trend analysis while validating outputs.
• Participate in incident response, document timelines, and coordinate updates for service restoration.
• Follow ITIL-aligned incident/problem/change procedures and drive remediation actions.
• Contribute to post-incident reviews, root-cause analysis, and action tracking.
• Monitor production environments for anomalies and communicate issues to stakeholders.
• Analyze complex trends to anticipate issues and support full-stack incident/problem/change management.

Skills

Troubleshooting

Incident management

AI-assisted workflows

Observability

Education

ITIL knowledge

Tools

Observability tools

Job description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Employee Platforms Production Management, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escape? (message truncated) (See below for corrected text.)

Job responsibilities

• Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Participate in incident response activities by gathering facts, assessing impact, documenting timelines, coordinating updates, and helping drive service restoration.
• Execute assigned incident, problem, and change management procedures in alignment with operational, resiliency, audit, and control expectations.
• Contribute to post-incident review, root cause analysis, action tracking, and recurrence prevention by documenting findings, validating evidence, and following through on assigned remediation items.
• Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure
• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• A. 3+ 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 support 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 following operational and security expectations.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Prior experience or expertise troubleshooting, resolving, and maintaining information technology services in a production or enterprise technology environment.
• Strong critical thinking skills, including the ability to separate symptoms from root causes, ask effective questions, assess evidence, and make sound recommendations.
• Demonstrated problem-solving ability with a practical, organized approach to diagnosing issues, documenting findings, and following through to resolution.
• Comfort with public speaking, facilitation, and presenting technical or operational updates to groups in a clear, concise, and professional manner.
• Curiosity, accountability, composure under pressure, attention to detail, and willingness to learn from incidents, peers, and operational feedback.
• Working knowledge of incident, problem, and change management concepts, including escalation, impact assessment, post-incident review, and remediation tracking.