VP of Operations & Platform Reliability

JPMorganChase; Wilmington (DE); On-site; USD 120,000 - 170,000; Full time

Job summary

JPMorgan Chase in Wilmington, DE seeks a Business Support Manager within Communication Services (CCB) to lead production support and operational stability for key platforms. You will own controls execution to meet risk, audit, and compliance requirements, and drive end-to-end document processing with timely, accurate outcomes.

You will set priorities, metrics, and communications across engineering, product, and multiple stakeholders, focusing on improving reliability and service quality.

Qualifications

• Minimum 5 years of experience in technology operations, production support, platform reliability, or similar function.
• Proven leadership in incident management with stakeholder communications and post-incident remediation.
• Experience owning operational controls execution with risk, audit, and compliance partners.
• Experience leading release/build coordination and improving deployment/change reliability.
• Strong ability to define and manage operational metrics, SLAs, and action plans.
• Excellent written and verbal communication skills, including executive-ready status updates.
• Experience partnering with engineering and product teams to drive stability improvements.
• Experience developing runbooks, operating procedures, and governance routines for production environments.
• Strong people leadership, coaching, performance management, and team development.

Responsibilities

• Lead day-to-day production support across critical platforms, ensuring service stability and rapid restoration.
• Direct incident management, including triage, communications, escalation, and post-incident follow-up.
• Own operational governance and controls execution, ensuring evidence and attestations are completed accurately and on time.
• Drive end-to-end operations for document and letter processing services, improving timeliness and accuracy.
• Improve deployment reliability through standardized release readiness, runbooks, and automated checks where possible.
• Reduce recurring incidents by driving root-cause remediation, corrective actions, and prevention plans with clear owners and dates.
• Establish and report operational metrics (availability, incident rates, change success, processing timeliness) to stakeholders.
• Prioritize operational work against risk and customer impact, balancing reliability with delivery commitments.
• Partner with upstream/downstream teams to improve end-to-end resiliency and reduce handoff failures.
• Coach and develop team members, setting expectations for accountability, quality, and continuous improvement.

Job description

JPMorgan Chase in Wilmington, DE seeks a Business Support Manager within Communication Services (CCB) to lead production support and operational stability for key platforms. You will own controls execution to meet risk, audit, and compliance requirements, and drive end-to-end document processing with timely, accurate outcomes.

You will set priorities, metrics, and communications across engineering, product, and multiple stakeholders, focusing on improving reliability and service quality.