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About JPMorgan Chase
JPMorgan Chase & Co. is a global financial services firm and one of the largest banks in the world, offering investment banking, commercial banking, asset management, and consumer financial services.
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As a Technology Support III - Incident Manager within the Employee Platforms Production Management team, you will ensure the operational stability, availability, and performance of production application flows. You will manage day-to-day maintenance of firm systems, troubleshoot service interruptions for internal and external systems, and lead incident response activities including fact gathering, impact assessment, and documentation. Your role involves executing incident, problem, and change management procedures while performing root cause analysis to prevent recurring issues. You will utilize enterprise-authorized AI capabilities to accelerate triage and trend analysis from operational signals. Key requirements include experience with observability tools, ITIL frameworks, and managing full stack technology systems in both on-premises and public cloud environments. You must possess strong critical thinking skills to separate symptoms from root causes while ensuring all actions align with strict resiliency and security expectations.
Maintain day-to-day infrastructure and application services to ensure system stability and availability.
Use enterprise-authorized AI tools to accelerate incident triage and analyze operational trends.
Participate in incident response by gathering facts, assessing impact, and coordinating service restoration.
Execute formal incident, problem, and change management procedures according to audit and control standards.
Conduct root cause analysis and track remediation actions following post-incident reviews.
Monitor production environments for anomalies using standard observability tools and provide solutions to stakeholders.
Analyze complex trends across full-stack systems to proactively identify and resolve potential issues.
Implement AI-assisted practices to identify recurring patterns and ensure resilient remediation actions.
What we're looking for
3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
Demonstrated experience using enterprise-authorized AI capabilities to support production workflows with strong validation habits and data sensitivity awareness.
Ability to review and validate AI-assisted incident recommendations before action while following operational and security expectations.
Demonstrated knowledge of applications or infrastructure in a large-scale technology environment on premises and in public cloud.
Experience in observability and monitoring tools and techniques.
Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
Prior experience troubleshooting, resolving, and maintaining information technology services in a production or enterprise technology environment (preferred).
Strong critical thinking, problem-solving, public speaking, and communication skills (preferred).
Problem Management
ITIL
Root Cause Analysis
Site Reliability Engineering
AIOps
Observability
Monitoring
Change Management
Risk Management
Governance
Service Management