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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 perform incident, problem, and change management procedures. Your daily work involves gathering facts during incidents, conducting root cause analysis, tracking remediation actions, and monitoring environments using standard observability tools to identify anomalies. You will utilize enterprise-authorized AI capabilities to accelerate triage and trend analysis while ensuring data security. The role requires expertise in full stack technology systems across on-premises and public cloud environments. Key skills include ITIL framework knowledge, critical thinking to separate symptoms from root causes, and the ability to communicate technical updates clearly to various stakeholders.
Maintain day-to-day infrastructure and application services to ensure system stability and availability.
Use enterprise-authorized AI tools to accelerate incident triage and perform trend analysis on operational signals.
Participate in incident response by gathering facts, assessing impact, and coordinating service restoration efforts.
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 to identify issues for escalation.
Analyze complex trends across full-stack systems to proactively resolve recurring technical problems.
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 environment (preferred).
Strong critical thinking, problem-solving, and communication skills including public speaking and presentation (preferred).
Problem Management
ITIL
Root Cause Analysis
Site Reliability Engineering
AIOps
Observability
Monitoring
Change Management
Risk Management
Governance
Service Management