Technology Support III - Incident Manager

Next Frontier Capital; Columbus (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Technology Support III to ensure stability, availability, and performance of production application flows. You will troubleshoot, maintain, and resolve production service interruptions across systems, driving a seamless user experience.

You will utilize AI-assisted incident triage, participate in incident response, and apply ITIL-aligned change and problem management to improve resiliency and observability across on-prem and cloud environments.

Qualifications

• 3+ years of experience troubleshooting, resolving, and maintaining IT services.
• Experience using enterprise-authorized AI for production support with validation and awareness of data sensitivity.
• Ability to review AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
• Knowledge of applications or infrastructure in large-scale technology environments on premises and in public cloud.
• Experience with observability and monitoring tools and techniques.
• Exposure to ITIL processes, including incident, change and problem management.

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 to speed up incident triage and trend analysis, validating outputs and handling data according to sensitivity requirements.
• Participates in incident response activities by gathering facts, assessing impact, documenting timelines, coordinating updates, and driving service restoration.
• Executes incident, problem, and change management procedures in line with resiliency, audit, and control expectations.
• Contributes to post-incident review, root cause analysis, action tracking, and remediation by documenting findings and following through on items.
• Assists in monitoring production environments for anomalies, addresses issues using observability tools, and communicates solutions to stakeholders.
• Analyzes complex situations to anticipate and solve issues while supporting full-stack technology systems and infrastructure.
• Applies reuse-first, AI-assisted practices to identify recurring interruption patterns and remediation actions.

Skills

Troubleshooting

Incident management

AI-assisted triage

Cloud & on-prem

Observability skills

ITIL awareness

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, escalation, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

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.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success. Ensure operational excellence in a large-scale technology environment to enable successful business outcomes.