ITSM Technology Support Lead

JPMorganChase•Jersey City, NJ

About The Position

Join the Community & Investment Bank Payments Technology team as a Technology Support Lead focused on Problem Management. The role helps ensure the operational stability, availability, and performance of production services through incident analysis, day-to-day systems maintenance, and prevention of recurring problems. It also drives complex technology projects and programs that support business goals and reduce recurring problem themes through root cause analysis and follow-up actions. The position works closely with Production Management, engineering, applications, development, and support teams to improve service reliability, resiliency, performance, and operational readiness. It includes using enterprise-authorized AI capabilities to accelerate analysis and planning while validating outputs and handling data according to sensitivity requirements. The role also supports audit readiness and regulatory compliance, promotes Service Management best practices, and reports operational, risk, and compliance metrics to stakeholder forums.

Requirements

At least 5 years of experience, or equivalent expertise, troubleshooting, resolving, and maintaining information technology services.
Demonstrated proficiency in SRE and ITSM processes, including Problem Management, Defect Management, and Change Management.
Experience building relationships across customer and technology groups in a global organization, influencing cross-functional stakeholders, and driving results.
Strong problem-solving skills and demonstrated ability to conduct thorough Root Cause Analysis.
Strong decision-making skills and ability to identify problems and recommend solutions.
Experience developing solutions using Python for problem management automation and using AI and machine learning solutions to improve decision-making.
Ability to review large volumes of data, drive thematic proactive problem management, and communicate data-driven insights effectively to inform strategic decisions.
Strong oral and written communication skills, including the ability to participate in technical discussions, provide clear insights, and communicate effectively with senior management during incidents, changes, and problem reviews.
Ability to establish and maintain strong partnerships with internal and external business partners.
Ability to multitask and prioritize in high-pressure environments while remaining results-oriented.
Experience preparing and presenting service-level management and operational metrics reports to diverse and senior stakeholder forums.
Ability to work independently and collaboratively and remain calm and focused in a fast-paced environment.

Nice To Haves

Experience using Python to automate problem management and applying AI and machine learning solutions to improve decision-making.
Ability to review large volumes of data using technology and AI tools, drive proactive thematic problem management, and communicate data-driven insights to inform strategic decisions.
Experience preparing and presenting service-level management and operational metrics reports to diverse and senior stakeholder forums.

Responsibilities

Lead thorough Root Cause Analysis for incidents, resolve system gaps, implement preventive measures, and report findings to executive, technical, client, and business stakeholders.
Collaborate with Production Management engineering to support operational readiness, including SLIs, SLOs, monitoring, alerting, on-call readiness, and incident learnings.
Analyze recurring incidents and drive solutions and process improvements that improve resilience and problem resolution rates and apply lessons learned across technology teams.
Work with Development and Support teams on changes and initiatives that reduce client impact, impact duration, Mean Time to Recover (MTTR), and operational risk in production environments.
Use enterprise-authorized AI capabilities to accelerate problem analysis, program planning, and risk synthesis; validate outputs, produce data-driven insights, and handle data according to sensitivity requirements.
Close Problem Tickets and related defects, and record impacts in ServiceNow to support timely and effective resolution.
Engage with Production Management and Applications teams in technical discussions, providing insights and challenging practices to improve system stability and resiliency.
Prepare for and support internal and external audits with ITSM evidence, ensuring adherence to regulatory standards, separation of duties, and firmwide policies.
Influence Service Management best practices and coordinate smooth transitions with firmwide and cross-line-of-business teams to minimize disruption.
Prepare and present monthly metrics, including key risk indicators and operational and compliance metrics for Problem Management, Change Management, Defect Management, and ITSM processes, at stability stakeholder forums.