Technology Support Lead - Governance Lead

Salary: $61,000 - 101,000 per year Requirements:

• We need 5+ years of experience, or equivalent expertise, troubleshooting, resolving, and supporting information technology services.
• We need demonstrated experience using enterprise-authorized AI capabilities in production operations workflows, with strong validation habits and awareness of data sensitivity.
• We need the ability to review and verify AI-assisted incident recommendations before taking action, escalating when uncertain, and ensuring outcomes meet operational, security, and auditability expectations.
• We need experience managing applications or infrastructure in a large-scale technology environment, both on premises and in public cloud.
• We need proficiency with observability and monitoring tools and techniques.
• We need experience executing processes within the Information Technology Infrastructure Library (ITIL) framework.
• We need demonstrated experience managing end-to-end problem records, root cause analyses, corrective actions, known errors, and recurrence-prevention activities.
• We need strong analytical capability, including the use of incident trends and operational data to identify systemic issues and prioritize remediation by impact and risk.
• We need the ability to manage operational risk, control requirements, resiliency expectations, and auditability needs in a complex technology environment.
• We need proven stakeholder management and influencing skills, including the ability to challenge constructively and communicate effectively with senior business and technology stakeholders.
• Preferred: experience supporting Problem Management, Production Management, Site Reliability Engineering, or Operational Excellence in a large enterprise environment.
• Preferred: knowledge of structured root cause analysis, post-incident review practices, known-error management, and corrective/preventive action management.
• Preferred: experience defining and reporting problem management metrics, including recurrence, aging, remediation effectiveness, root cause categories, and service impact reduction.
• Preferred: familiarity with enterprise-authorized AI, automation, analytics, or AIOps capabilities used to support operational analysis and workflow efficiency.
• Preferred: relevant industry certification or formal training in ITIL, Service Management, Site Reliability Engineering, cloud technology, or operational risk management.

• We serve as the subject matter expert for end-to-end problem management across application and infrastructure services, from problem identification and classification through root cause analysis, remediation, validation, and closure.
• We lead adoption of enterprise-authorized AI capabilities in the work environment to improve incident triage speed and consistency, with human validation and appropriate handling of sensitive data.
• We execute policies and procedures that support operational stability and availability, and we lead incident, problem, and change management for full-stack technology systems, applications, or infrastructure.
• We analyze incident trends, recurring issues, service-impacting events, and operational data to identify systemic problems and prioritize remediation based on business impact, risk, and customer experience.
• We facilitate structured root cause analyses and post-incident reviews, ensuring contributing factors, control gaps, and lessons learned are documented and turned into sustainable corrective and preventive actions.
• We establish clear ownership, milestones, and success measures for problem records and remediation actions; we monitor progress, escalate delays, and provide transparent reporting to technology and business stakeholders.
• We partner with engineering, operations, service owners, and control functions to deliver sustainable remediation, improve service resilience, and reduce the recurrence and business impact of known issues.
• We maintain problem records and known-error information, ensuring workarounds, technical findings, risk acceptances, and remediation plans remain current, accessible, and aligned with established standards.
• We identify operational risks and control deficiencies through problem management activities and coordinate appropriate mitigation, governance, audit, and compliance actions.
• We define and report problem management metrics, including recurrence, aging, remediation effectiveness, root cause categories, and reductions in incident volume or business impact.
• We apply reuse-first, AI-assisted practices across incident, problem, and change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

• AI
• Cloud
• Support
• ITIL
• Marketing
• Security

More:

hackajob is collaborating with J.P. Morgan to connect them with exceptional professionals for this role. We are seeking a Problem Management Lead in Employee Platforms to join our Production Management team and help strengthen technology resilience, improve service quality, and drive governance across core services that support the business. JPMorganChase is one of the oldest financial institutions, providing innovative financial solutions to consumers, small businesses, and major corporate, institutional, and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years, and we operate across investment banking, consumer and small business banking, commercial banking, financial transaction processing, and asset management. We offer a competitive total rewards package with base pay determined by role, experience, skill set, and location, along with eligible commission or discretionary incentive compensation. Our benefits may include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, and financial coaching. We value diversity and inclusion across our global workforce and provide reasonable accommodations where needed. This role sits within our Corporate Functions team, which spans finance, risk, human resources, marketing, and other essential business support areas.

last updated 41 week of 2026