Technology Support III - Incident Manager
JPMorgan Chase · Columbus, United States · 16d ago
As a Technology Support III team member in Employee Platforms Production Management, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities
- Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
- Participate in incident response activities by gathering facts, assessing impact, documenting timelines, coordinating updates, and helping drive service restoration.
- Execute assigned incident, problem, and change management procedures in alignment with operational, resiliency, audit, and control expectations.
- Contribute to post-incident review, root cause analysis, action tracking, and recurrence prevention by documenting findings, validating evidence, and following through on assigned remediation items.
- Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
- Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure
- Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
- A. 3+ 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 support 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 following operational and security expectations.
- Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Experience in observability and monitoring tools and techniques
- Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Prior experience or expertise troubleshooting, resolving, and maintaining information technology services in a production or enterprise technology environment.
Strong critical thinking skills, including the ability to separate symptoms from root causes, ask effective questions, assess evidence, and make sound recommendations.
Demonstrated problem-solving ability with a practical, organized approach to diagnosing issues, documenting findings, and following through to resolution.
Comfort with public speaking, facilitation, and presenting technical or operational updates to groups in a clear, concise, and professional manner.
Curiosity, accountability, composure under pressure, attention to detail, and willingness to learn from incidents, peers, and operational feedback.
Working knowledge of incident, problem, and change management concepts, including escalation, impact assessment, post-incident review, and remediation tracking.