Director of Site Reliability Engineering

JPMorganChase•Tampa, FL

About The Position

The Director of Site Reliability Engineering leads the global site-reliability and production-engineering agenda for merchant acquiring and payment acceptance services within JPMorgan Chase’s Commercial & Investment Bank Merchant Services business. The role covers services across the United States, Latin America, Asia Pacific, and Europe, Middle East and Africa. The Director owns the portfolio operating model, governance, and performance agenda, establishing service accountability, common reliability and control standards, and executive visibility into client impact. The role aligns service owners, resolves cross-service and cross-region trade-offs, and turns reliability, risk, and client evidence into portfolio priorities and outcomes. Service owners remain accountable for operational details of their assigned services, while the Director establishes the system that coordinates and supports them. The Director sets global production-engineering strategy, governs service health and controls, leads material-incident and systemic-problem governance, and sponsors automation and toil reduction. The role also oversees enterprise-authorized AI-assisted workflows with appropriate safeguards and human validation, aligns teams across product, engineering, business, and operations, and builds a high-performing global organization through talent development, clear expectations, and operational discipline.

Requirements

7+ years of experience building, operating, troubleshooting, and improving production software, platforms, or infrastructure at scale.
Bachelor's degree required.
Strong software-engineering fundamentals, including proficiency in one or more programming or scripting languages, APIs, automated testing, code review, version control, and CI/CD practices.
Experience designing and operating distributed production systems, including architecture, service dependencies, performance and capacity management, fault tolerance, and security in a regulated environment.
Experience applying SRE practices, including service-level indicators and objectives, error budgets, observability across metrics, logs, and traces, resilience engineering, automation, and toil reduction.
Experience with on-call operations, major incident response, root-cause analysis, problem and change management, service recovery, and durable remediation for high-volume transaction-processing services.
Experience leading technologists and software or SRE teams, including setting technical direction, evaluating architecture and trade-offs, developing talent, removing delivery roadblocks, and communicating complex technical ideas clearly.
Experience evaluating, building, or governing agentic AI capabilities for software-engineering or SRE workflows, including bounded tool access, least privilege, testing and monitoring, human approval for consequential actions, data protection, and auditability.

Nice To Haves

Experience supporting multinational merchants and merchant-services clients across regions, with knowledge of merchant acquiring and acceptance, card and digital payment processing, authorization, settlement, disputes and chargebacks, fraud and risk controls, and in-store and e-commerce payment experiences.
Experience with reliability engineering practices, including service-level objectives, error budgets, observability, automation, and toil reduction in a large-scale, regulated technology environment.
Experience leading transformation or change, such as operating-model buildout, process modernization, or client-experience initiatives.
Demonstrated ability to build and develop talent and foster a high-performance culture.

Responsibilities

Set global support and production-engineering strategy, champion innovation and operational change, and guide complex cross-functional projects.
Ensure delivery meets compliance standards, service-level agreements, and business requirements; define service ownership, regional coverage, operating routines, escalation paths, and continuity expectations.
Establish portfolio-wide reliability standards and governance for service-level objectives, error budgets, availability, detection and recovery, repeat incidents, change outcomes, and client impact.
Own the portfolio scorecard and executive reporting cadence, translating service, client, risk, control, and automation signals into priorities, investment choices, and accountable corrective actions.
Lead governance for material incidents and systemic problems across regions, ensuring disciplined command, timely escalation, credible impact assessment, quality root-cause analysis, and durable remediation.
Set cross-portfolio change and resiliency guardrails and partner with technology and business leaders to resolve risk-versus-delivery trade-offs without displacing service-owner accountability.
Oversee portfolio controls and evidence for patching, certificates, vulnerabilities, end-of-life technology, audit findings, and regulatory commitments; partner with Risk, Compliance, Legal, and Operations to prioritize exposure, strengthen evidence, and close remediation gaps.
Sponsor measurable automation and toil reduction, including runbook execution and control-evidence collection; track manual effort retired and capacity returned to strategic change.
Govern enterprise-authorized AI-assisted workflows with human validation, data safeguards, traceability, and appropriate review and escalation.
Align product, application development, central SRE and observability, business, implementation, and service teams through clear agreements and dependency management.
Anticipate team needs, remove roadblocks, and establish consistent regional routines for onboarding, implementation, service reviews, and client escalations.
Build a high-performing global organization through clear expectations, equitable delegation, active engagement and career conversations, and hiring, developing, and recognizing talent.
Strengthen manager and service-owner capability, succession and backup coverage, merchant-services domain expertise, and a culture of conduct, controls, and operational discipline.
Deliver concise executive updates on portfolio health, impact, risks, initiatives, and decisions.