Technology Support Lead, AI and Production Management Tools

JPMorgan Chase

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Quick summary

Work type: On-site
Location: Columbus, OH
Posted: 3 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

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Similar $182k

$133k most similar roles pay here $229k

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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.

JPMorgan Chase currently has 1137 open roles on FindRole.

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TL;DR · Technology Support Lead, AI and Production Management Tools

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The Technology Support Lead - AI and Production Management Tools joins the Production Management team to enhance service quality and integrate artificial intelligence into core business services. This role involves driving the strategy, roadmap, governance, and adoption of tools used by Production Management teams while representing their requirements to enterprise technology owners. The individual will lead the responsible adoption of enterprise-authorized AI capabilities, specifically Claude Code, GitHub Copilot, and NowAI, to improve incident triage, engineering productivity, and operational insight. Key responsibilities include managing observability, incident, problem, change, and event management processes within an ITIL framework. The role requires expertise in troubleshooting infrastructure in both on-premises and public cloud environments. Candidates must possess skills in stakeholder management, risk management, and the ability to evaluate and integrate automation solutions to ensure service stability and operational excellence.

Skills

Claude Code GitHub Copilot NowAI AIOps ITIL SRE Incident Management Problem Management Change Management Event Management Observability Monitoring Automation Risk Management Governance

What you'll do

Develop and execute the strategy, roadmap, governance, and continuous improvement plans for Production Management tools.
Lead the adoption of enterprise-authorized AI capabilities to improve incident triage speed and engineering productivity.
Represent Production Management requirements to product owners to influence tool direction and optimization.
Manage incident, problem, and change management processes to ensure operational stability and service availability.
Monitor production environments for anomalies and communicate resolution plans to business and technology stakeholders.
Evaluate, implement, and integrate tools supporting observability, risk management, and workflow automation.
Define and report performance metrics regarding tool adoption, data quality, and AI-driven efficiency gains.
Drive the continuous improvement of documentation, training capabilities, and operational standards across teams.

What we're looking for

5+ years of experience troubleshooting, resolving, and maintaining information technology services.
Experience managing applications or infrastructure in a large-scale environment across on-premises and public cloud environments.
Proficiency in observability and monitoring tools and techniques.
Experience executing processes within the Information Technology Infrastructure Library (ITIL) framework.
Strong knowledge of ITIL-aligned incident, problem, change, and event management practices including root cause analysis.
Demonstrated experience developing tool strategies, governance frameworks, roadmaps, and adoption plans across technology organizations.
Proven stakeholder management skills to influence senior technology and business leaders.
Experience with enterprise-authorized AI capabilities (Claude Code, GitHub Copilot, NowAI) or related SRE/Service Management initiatives (preferred).

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