Technology Support Lead - AI and Production Management Tools

JPMorganChase; Columbus (OH); On-site; USD 120,000 - 170,000; Full time

Job summary

JPMorganChase in Columbus, OH is seeking a Production Management leader to advance resilience, AI-enabled tooling, and enterprise observability across core services. You will guide strategy and governance for production tooling and incident management.

The role emphasizes partnering with product and operations to optimize performance, security, and auditability, while driving adoption of AI capabilities such as Claude Code and Copilot in alignment with ITIL principles.

Qualifications

• 5+ years of experience troubleshooting, resolving, and maintaining IT services.
• Demonstrated experience using enterprise-authorized AI capabilities within work environment to support production operations workflows.
• Ability to review and validate AI-assisted incident recommendations before action and ensure outcomes align to operational, security, and auditability expectations.
• Experience managing applications or infrastructure in large-scale tech environment on premises and public cloud.
• Proficient in observability and monitoring tools and techniques.
• Experience executing ITIL processes (incident, problem, change, event management).
• Strong ability to develop tool strategies, governance, roadmaps, and adoption plans across tech orgs.
• Experience evaluating, implementing, integrating, and optimizing enterprise technology tools and automation solutions.
• Proven stakeholder management and influencing skills with senior leaders.

Responsibilities

• Serve as a SME for Production Management tools supporting end-to-end service delivery.
• Leads adoption of enterprise AI capabilities to improve incident triage speed with human-in-the-loop validation.
• Develop and execute strategy, roadmap, governance, and continuous improvement for Production Management tools.
• Represent requirements to enterprise tool owners influencing product direction and adoption.
• Execute ITIL-aligned processes to ensure stability and availability and lead incident, problem, and change management.
• Monitor production environments for anomalies and communicate issues and solutions to stakeholders.
• Lead evaluation, implementation, integration, and governance of tools supporting Production Management processes.
• Identify opportunities to apply enterprise AI capabilities to improve operational insight and efficiency.
• Apply reuse-first, AI-assisted practices to incident, problem, and change routines for resiliency and security.

Skills

AI in production

Stakeholder management

Observability tooling

ITIL processes

SRE/SM practice

Cloud/on-prem

Tools

Claude Code

GitHub Copilot

NowAI

Job description

Job Description

Join our dynamic Production Management team to strengthen technology resilience, improve service quality, and advance the strategic use of tools and artificial intelligence across the core services that support our business.

Job Responsibilities

• Serve as a subject matter expert for Production Management tools that support end-to-end application or infrastructure service delivery and 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.
• Develop and execute the strategy, roadmap, governance, and continuous improvement plan for Production Management tools, ensuring alignment with business objectives, technology priorities, operational needs, and enterprise standards.
• Represent Production Management requirements to enterprise technology tool and product owners, influencing product direction, prioritization, adoption, and optimization of capabilities that support operational excellence.
• 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 upscale and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration.
• Lead the evaluation, implementation, integration, and governance of tools supporting Production Management processes, including observability, incident management, problem management, change management, event management, resilience, reporting, workflow, and operational risk management.
• Identify, assess, and prioritize opportunities to apply enterprise-authorized AI capabilities, including Claude Code, GitHub Copilot, NowAI, and other approved automation and analytics solutions, to improve operational insight, accelerate automation development, increase efficiency, reduce manual effort, and enhance service stability.
• 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.
• Define, measure, and report meaningful performance metrics for Production Management tooling and processes, including adoption, availability, data quality, AI and automation benefits, operational efficiency, and service outcomes.
• Drive continuous improvement of Production Management processes, tooling, integrations, governance, reporting, documentation, standards, and training capabilities.

Required Qualifications, Capabilities, And Skills

• 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.
• Strong working knowledge of ITIL-aligned incident, problem, change, and event management practices, including root cause analysis, corrective actions, and recurrence prevention.
• Demonstrated experience developing tool strategies, governance frameworks, roadmaps, and adoption plans across technology organizations.
• Experience evaluating, implementing, integrating, and optimizing enterprise technology tools, automation solutions, and operational platforms.
• Proven stakeholder management and influencing skills, including the ability to communicate effectively with senior technology and business leaders.
• Ability to manage operational risk, resiliency requirements, control obligations, audit expectations, and service quality outcomes in a complex technology environment.

Preferred Qualifications, Capabilities, And Skills

• Hands‑on experience with Claude Code, GitHub Copilot, NowAI, or comparable enterprise-authorized AI capabilities in production operations, software engineering, automation, or service management workflows.
• Experience supporting Production Management, Site Reliability Engineering (SRE), Service Management, or Operational Excellence initiatives within a large enterprise environment.
• Knowledge of AI‑enabled operational analytics, AIOps, intelligent automation, and predictive monitoring capabilities.
• Experience defining and measuring business value, benefits realization, and KPI frameworks for technology tools and operational improvement initiatives.
• Familiarity with enterprise governance, risk, compliance, and technology control frameworks.
• Demonstrated success driving organizational change, tool adoption, and continuous improvement across distributed technology teams.
• Relevant industry certifications such as ITIL, SRE, Agile, Cloud, AI, or Service Management certifications.

ABOUT US

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

About The Team

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.