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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 Lead within Consumer Community Banking's JP Morgan Wealth Management, you will lead teams of technologists providing end-to-end application and infrastructure service delivery. You will ensure the operational stability, availability, and performance of production services by monitoring environments for anomalies and managing incident, problem, and change processes. A core component of this role involves leading team adoption of enterprise-authorized AI capabilities to improve incident triage speed and consistency while ensuring human-in-the-loop validation for sensitive data. You will utilize a reuse-first approach to identify recurring interruption patterns and validate remediation actions. Required skills include experience with ServiceNow, Confluence, Jira, and the ITIL framework. Preferred qualifications include knowledge of general purpose programming languages, automation scripting, public cloud environments, and AWS certifications to support large-scale technology infrastructure in both on-premises and cloud settings.
Lead teams of technologists providing end-to-end application and infrastructure service delivery.
Oversee the daily maintenance, stability, and performance of production systems.
Monitor production environments for anomalies and drive the use of standard observability tools.
Manage incident, problem, and change management processes for full-stack technology systems.
Integrate enterprise-authorized AI capabilities to improve incident triage speed and consistency.
Apply AI-assisted practices to identify recurring patterns and validate remediation actions.
Review and validate AI-generated recommendations before taking action to ensure security compliance.
Communicate technical issues and solutions to business and technology stakeholders during service restoration.
What we're looking for
5+ years of experience troubleshooting, resolving, and maintaining information technology services.
Demonstrated experience using enterprise-authorized AI capabilities to support production operations workflows with strong validation habits and data sensitivity awareness.
Ability to review and validate AI-assisted incident recommendations before action while ensuring alignment with security and auditability expectations.
Experience managing applications or infrastructure in a large-scale environment across on-premises and public cloud environments.
Experience with ServiceNow, Confluence, and Jira.
Experience executing processes within the Information Technology Infrastructure Library (ITIL) framework.
Working knowledge in one or more general purpose programming languages and/or automation scripting (preferred).
Practical experience with public cloud and AWS Certification(s) (preferred).
Site Reliability Engineering
SRE
Incident Management
Problem Management
Observability
Automation
AI
IT Service Management
Agile
Lean
Service Level Indicators
Service Level Objectives
Error Budgets
Program Management
Problem Management
ITIL
Root Cause Analysis
Site Reliability Engineering
AIOps
Observability
Monitoring
Change Management
Risk Management
Governance
Service Management