The role will lead responsible adoption of enterprise-authorized AI capabilities, including Claude Code, GitHub Copilot, and NowAI, to improve operational insight, engineering productivity, process efficiency, proactive risk management, and service stability. Success in this role requires strong strategic thinking, practical understanding of Production Management processes and tooling, sound judgment, attention to detail, and the ability to influence technology teams and business stakeholders through clear communication, effective challenge, and data-driven recommendations.
Job Responsibilities
Serve as a subject matter expert for Production Management tools that support end-to-end application or infrastructure service delivery and the successful business operations of the firm.
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.
Develop and execute the strategy, roadmap, governance, and continuous improvement plan for Production Management tools, ensuring alignment with business objectives, technology priorities, operational needs, and enterprise standards.
Represent Production Management requirements to enterprise technology tool and product owners, influencing product direction, prioritization, adoption, and optimization of capabilities that support operational excellence.
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.
Lead the evaluation, implementation, integration, and governance of tools supporting Production Management processes, including observability, incident management, problem management, change management, event management, resilience, reporting, workflow, and operational risk management.
Identify, assess, and prioritize opportunities to apply enterprise-authorized AI capabilities, including Claude Code, GitHub Copilot, NowAI, and other approved automation and analytics solutions, to improve operational insight, accelerate automation development, increase efficiency, reduce manual effort, and enhance service stability.
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.
Define, measure, and report meaningful performance metrics for Production Management tooling and processes, including adoption, availability, data quality, AI and automation benefits, operational efficiency, and service outcomes.
Drive continuous improvement of Production Management processes, tooling, integrations, governance, reporting, documentation, standards, and training capabilities.
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.
Strong working knowledge of ITIL-aligned incident, problem, change, and event management practices, including root cause analysis, corrective actions, and recurrence prevention.
Demonstrated experience developing tool strategies, governance frameworks, roadmaps, and adoption plans across technology organizations.
Experience evaluating, implementing, integrating, and optimizing enterprise technology tools, automation solutions, and operational platforms.
Proven stakeholder management and influencing skills, including the ability to communicate effectively with senior technology and business leaders.
Ability to manage operational risk, resiliency requirements, control obligations, audit expectations, and service quality outcomes in a complex technology environment.
Preferred Qualifications, Capabilities, and Skills
Hands-on experience with Claude Code, GitHub Copilot, NowAI, or comparable enterprise-authorized AI capabilities in production operations, software engineering, automation, or service management workflows.
Experience supporting Production Management, Site Reliability Engineering (SRE), Service Management, or Operational Excellence initiatives within a large enterprise environment.
Knowledge of AI-enabled operational analytics, AIOps, intelligent automation, and predictive monitoring capabilities.
Experience defining and measuring business value, benefits realization, and KPI frameworks for technology tools and operational improvement initiatives.
Familiarity with enterprise governance, risk, compliance, and technology control frameworks.
Demonstrated success driving organizational change, tool adoption, and continuous improvement across distributed technology teams.
Relevant industry certifications such as ITIL, SRE, Agile, Cloud, AI, or Service Management certifications.
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
Skills Required
- 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
- Experience using enterprise-authorized AI capabilities in production operations workflows, with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted incident recommendations before action, escalate uncertainty, and align outcomes with operational, security, and auditability expectations.
- Experience managing applications or infrastructure in large-scale on-premises and public-cloud technology environments.
- Proficiency with observability and monitoring tools and techniques.
- Experience executing processes within the Information Technology Infrastructure Library framework.
- Strong knowledge of ITIL-aligned incident, problem, change, and event management, including root cause analysis, corrective actions, and recurrence prevention.
- Experience developing tool strategies, governance frameworks, roadmaps, and adoption plans across technology organizations.
- Experience evaluating, implementing, integrating, and optimizing enterprise technology tools, automation solutions, and operational platforms.
- Stakeholder management and influencing skills, including communication with senior technology and business leaders.
- Ability to manage operational risk, resiliency requirements, control obligations, audit expectations, and service quality outcomes in a complex technology environment.
- Hands-on experience with Claude Code, GitHub Copilot, NowAI, or comparable enterprise-authorized AI capabilities in production operations, software engineering, automation, or service management.
- Experience supporting Production Management, Site Reliability Engineering, Service Management, or Operational Excellence initiatives in a large enterprise.
- Knowledge of AI-enabled operational analytics, AIOps, intelligent automation, and predictive monitoring.
- Experience defining and measuring business value, benefits realization, and KPI frameworks for technology tools and operational improvement initiatives.
- Familiarity with enterprise governance, risk, compliance, and technology control frameworks.
- Demonstrated success driving organizational change, tool adoption, and continuous improvement across distributed technology teams.
- Relevant certifications such as ITIL, SRE, Agile, Cloud, AI, or Service Management certifications.
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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