ITSM Professional – Incident, Problem, Change & Event Management

Location: Ciudad Autónoma de Buenos Aires, Argentina

Job Family: Technology Support

About the Role

At JP Morgan Chase, we are at the forefront of redefining the future of financial services through innovative technology solutions. As an ITSM Professional – Incident, Problem, Change & Event Management in our Technology Support team, you will play a pivotal role in ensuring operational excellence within our large-scale, mission-critical environment. Based in Ciudad Autónoma de Buenos Aires, Argentina, this position involves managing the lifecycle of IT services that power global banking operations, from high-frequency trading platforms to secure client data systems. Your expertise will directly contribute to minimizing disruptions, enhancing system resilience, and enabling seamless business outcomes in one of the world's leading financial institutions. In this dynamic role, you will handle incident resolution to swiftly restore services during potential outages, conduct thorough problem investigations to prevent recurrence, and facilitate change requests that align with our rigorous risk and compliance standards. You will monitor events from advanced tools to proactively identify issues that could affect financial transactions or regulatory reporting. Collaborating with diverse teams across the Americas, Europe, and Asia, you will apply ITIL best practices to optimize processes, report on key performance indicators, and drive continuous improvements. This position demands a blend of technical acumen and business insight to support JP Morgan Chase's commitment to innovation and client trust in a highly regulated industry. Joining JP Morgan Chase means becoming part of a supportive culture that values professional growth and work-life integration. You will have opportunities to advance your career in a global organization renowned for its stability and impact on the financial world. If you are passionate about technology that underpins economic growth and thrive in a fast-paced setting, this role offers the chance to make a meaningful difference while benefiting from our comprehensive rewards and development programs.

Key Responsibilities

• Manage and resolve IT incidents in real-time to minimize downtime for JP Morgan Chase's global financial platforms
• Lead root cause analysis for problems, implementing preventive measures to enhance system reliability in banking operations
• Oversee change management processes, ensuring all modifications to technology infrastructure comply with financial regulations
• Monitor and respond to events from monitoring tools, prioritizing alerts that impact trading, payments, or client data services
• Collaborate with cross-functional teams, including developers and business stakeholders, to align IT services with business objectives
• Document and report on ITSM metrics, such as mean time to resolution (MTTR) and change success rates, for senior leadership review
• Ensure adherence to JP Morgan Chase's risk and control frameworks during all service management activities
• Contribute to continuous improvement initiatives, optimizing ITSM processes to support scalable financial technology solutions
• Provide training and guidance to junior team members on best practices in incident and problem management
• Participate in on-call rotations to handle urgent issues affecting 24/7 financial market operations

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 3-5 years of experience in IT Service Management (ITSM) within a large-scale enterprise environment
• ITIL certification (Foundation level or higher) with practical application in incident, problem, change, and event management
• Proven experience in managing IT incidents and problems in a financial services context, ensuring compliance with regulatory standards
• Strong understanding of technology infrastructure supporting banking operations, including risk management and data security
• Fluency in English and Spanish, with excellent communication skills for global team collaboration
• Experience with ITSM tools such as ServiceNow or similar platforms in a high-volume transaction environment

Preferred Qualifications

• Advanced ITIL certifications (e.g., Practitioner or Expert) focused on service operations
• Experience in the financial services industry, particularly with global banks like JP Morgan Chase
• Knowledge of cybersecurity protocols and their integration into change management processes
• Prior role in a 24/7 operations center handling critical financial system disruptions
• Familiarity with agile methodologies applied to ITSM in fast-paced fintech environments

Required Skills

• Proficiency in ITIL frameworks for incident, problem, change, and event management
• Expertise in ServiceNow or equivalent ITSM platforms for ticket tracking and workflow automation
• Strong analytical skills for root cause analysis and troubleshooting complex IT issues
• Knowledge of financial services regulations (e.g., SOX, GDPR) impacting technology operations
• Excellent problem-solving abilities in high-pressure, time-sensitive environments
• Effective communication and stakeholder management across technical and non-technical teams
• Experience with monitoring tools like Splunk or IBM Tivoli for event detection
• Understanding of cloud technologies (e.g., AWS, Azure) in enterprise financial systems
• Risk assessment and mitigation skills tailored to banking infrastructure
• Agile and DevOps practices integration into ITSM processes
• Data analysis and reporting using tools like Excel, Tableau, or Power BI
• Team collaboration and leadership in multicultural, global settings
• Attention to detail for documentation and compliance auditing
• Adaptability to evolving technology trends in fintech
• Customer service orientation focused on business impact minimization

Benefits

• Competitive base salary and performance-based annual bonuses aligned with JP Morgan Chase's financial success
• Comprehensive health, dental, and vision insurance coverage for employees and eligible dependents
• Retirement savings plan with generous company matching contributions to support long-term financial security
• Paid time off including vacation, sick leave, and parental leave to promote work-life balance
• Professional development opportunities, such as tuition reimbursement and access to internal training programs
• Employee stock purchase plan and other financial wellness benefits tailored to the banking industry
• Flexible work arrangements, including hybrid options in Buenos Aires, with modern office facilities
• Global mobility programs and career advancement paths within JP Morgan Chase's international network

JP Morgan Chase is an equal opportunity employer.