JP Morgan Chase & Co.

Technology Support Lead - Major Incident Management

JP Morgan Chase & Co. • $95K — $115K *
Columbus, OH 43240In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in IT service troubleshooting and maintenance
  • Experience in incorporating enterprise-approved AI tools into operations
  • Ability to validate AI incident recommendations with a focus on security and audit
  • Background in managing large-scale applications or infrastructure on-premises and in the cloud
  • Proficient in observability and monitoring tools
  • Experience with ITIL framework processes

Responsibilities

  • Lead technology teams for end-to-end service delivery
  • Serve as a senior incident manager for major incidents, coordinating triage and communications
  • Drive post-incident reviews and root cause analyses to prevent future issues
  • Provide clear and urgent leadership during critical situations
  • Advocate for AI adoption in incident management to enhance efficiency
  • Execute operational policies to ensure service stability
  • Monitor production environments and manage anomaly resolutions effectively

Benefits

  • Dynamic work environment with a focus on innovation
  • Opportunity for leadership in technology operations
  • Involvement with cutting-edge AI capabilities and practices
  • Focus on personal and professional development of team members
  • Emphasis on operational stability and user experience
Full Job Description
JOB DESCRIPTION
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. 

As a Technology Support Lead in Employee Platforms Production Management, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking 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
  • Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm

  • Serve as an senior incident manager for major incidents, driving triage, impact assessment, escalation, stakeholder communications, decision making, and service restoration through closure.

  • Drive post-incident review, root cause analysis, recurrence prevention, and remediation tracking, ensuring actions are measurable and aligned to resiliency, audit, and control expectations.

  • Lead with clarity, integrity, and urgency during time-sensitive situations, balancing technical judgment, risk management, customer impact, and transparent executive-level communication.

  • Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.
  • Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
  • Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration
  • Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.
Required qualifications, capabilities, and skills
  •  5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
    Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.
  • Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.
  • Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
  • Proficient in observability and monitoring tools and techniques
  • Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Preferred qualifications, capabilities, and skills

  • Demonstrated experience leading incident management in a large-scale technology environment, including major incident command, escalation management, restoration coordination, and executive stakeholder communication.

  • Strong working knowledge of ITIL-aligned incident, problem, and change management practices, including post-incident review, root cause analysis, corrective actions, and recurrence prevention.

  • Proven leadership skills, including the ability to coach technologists, align teams around priorities, make timely decisions under pressure, and communicate clearly with senior business and technology stakeholders.

  • Ability to manage operational risk, control requirements, resiliency expectations, and auditability needs while maintaining focus on user impact and service restoration.

About JP Morgan Chase & Co.

JP Morgan Chase & Co. stands at the forefront of the global financial services industry. They offer an expansive array of products and services to a diverse clientele, including individuals, corporations, governments, and institutions. Ever since the merger of J.P. Morgan & Co. and Chase Manhattan Corporation in 2000, this industry-leading entity has become renowned for its comprehensive portfolio encompassing consumer and community banking, corporate and investment banking, commercial banking, as well as asset and wealth management. Headquartered in the vibrant city of New York, JP Morgan Chase & Co. boasts a formidable presence across over 100 countries worldwide.

Unveiling Employment Opportunities at JP Morgan Chase & Co.

Vacancies and Hiring Initiatives

JP Morgan Chase & Co. is continuously on the lookout for talented individuals eager to contribute to its legacy of excellence. The company's recruitment efforts are geared towards identifying candidates with the right blend of skills and qualifications to drive forward its various business segments. Whether you are a seasoned professional or a recent graduate, JP Morgan Chase offers a plethora of job openings across multiple disciplines.

High-Demand Positions

Among the myriad of roles, certain positions stand out for their attractive compensation packages and career advancement prospects. Notably, high-paying jobs at JP Morgan Chase & Co. include Relationship Manager, Branch Manager, and Software Engineer. These roles are critical to the firm's operations and offer lucrative opportunities for those with the requisite expertise.

Navigating the Job Market at JP Morgan Chase & Co.

Leveraging Job Portals and Job Alerts

For job seekers aiming to tap into the opportunities at JP Morgan Chase, staying updated through job portals and subscribing to job alerts is crucial. These tools can provide timely information about job openings, job fairs, and recruitment events, enabling candidates to apply promptly and prepare adequately for interviews.

Preparing Your Job Application

Your job application, comprising your resume and cover letter, is your ticket to securing an interview at JP Morgan Chase. Highlight your qualifications, skills, and experiences that align with the job listing, ensuring you stand out in the competitive job market.

Acing the Interview

Preparation is key to succeeding in your interview with JP Morgan Chase. Familiarize yourself with the company's business segments, values, and recent achievements. Demonstrating how your background and aspirations match the company's goals can significantly increase your chances of employment. A World of Job Opportunites in the Financial Services Industry JP Morgan Chase & Co. offers a world of job opportunities for those seeking to make their mark in the financial services industry. With competitive salaries, comprehensive benefits, and endless possibilities for growth, positions at JP Morgan Chase are highly coveted. By staying informed through job sites, tailoring your applications, and preparing thoroughly for interviews, you can enhance your prospects of joining the esteemed ranks of JP Morgan Chase employees. Explore the job board, seize the job opportunities, and embark on a rewarding career journey with one of the world's leading financial institutions.
Learn more about JP Morgan Chase & Co.
Size
661 employees
Market Cap
$384.5 billion
Industry
Finance & Insurance
Net Income
$29.1 billion
Founded
1823
5 Year Trend
+0.7%
Revenue
$261.5 million
NASDAQ
CCF
* Ladders Estimates

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