ITSM Technology Problem Management Lead

Technology Support Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Community Investment Bank, you will play a leadership role in problem management ensuring the operational stability, availability, and performance of our production services. Critical thinking, analytical reasoning to prevent incident themes recurrence while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

• Drives root cause analysis (RCA) for incidents, ensuring thorough investigation and resolution, tracking impacts, problem ticket actions and defects or solutions addressing system gaps, implementing preventive measures and reporting summaries to executive, technical and client or business stakeholders.
• Drive solutions and process improvements that reduce incident and issue themes recurrence based on thorough thematic analysis, enhance service resilience, increase problem resolution rates and apply lessons learned across technology teams at scale.
• Identifies opportunities to eliminate or automate remediation of recurring issues and implement using Python and AI/ML based solutions to improve decision-making, driving data-driven insights improve overall operational stability of software applications and systems.
• Collaborates with development and support teams to analyze, review, and facilitate changes or efforts to reduce client impact, impact duration or mean time to recover (MTTR) and mitigate operational risks in production environments.
• Prepares for and supports information for internal and external stakeholder forums, audits with comprehensive ITSM evidence, monthly metrics reports including key risk indicators, operational and compliance and ensure adherence to regulatory standards, separation of duties, and firmwide policies.

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 5+ years applied experience.
• Hands-on problem-solving skills and proven ability to drive thorough root cause analysis and service transformation.
• Proven experience in ITSM including problem management, defect management, incident and change management while troubleshooting, resolving, and maintaining information technology services.
• Demonstrated proficiency in strong decision-making capabilities and proven ability to identify problems and recommend solutions.
• Proficient in building relationships from both customer and technology perspectives in a global organization with proven ability to influence stakeholders across cross-functional teams and drive results.
• Hands-on practical experience developing solutions using Python for problem management automation and utilizing Tableau, AI and machine learning solutions to improve decision-making.
• Proficient in reviewing large volumes of data, provide direction, drive thematic driven proactive problem management and communicate data-driven insights effectively to inform strategic decisions.
• Strong oral and written communication skills, including the ability to engage in technical discussions, provide clear insights and effectively communicate with senior management.
• Demonstrated ability to multitask and prioritize in high-pressure environments; results-oriented.

Preferred qualifications, capabilities, and skills

• Experience in a payments technology a plus.
• Hands on experience AI/ML tools for analytics and reporting.

About Us

JPMorgan Chase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.