Technology Support III, Incident Management & Response (IMR)

Location: Singapore, Singapore

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 a Technology Support III in Incident Management & Response (IMR), you will play a pivotal role in ensuring operational excellence within our large-scale technology environment in Singapore. This position is critical to enabling successful business outcomes by swiftly identifying, managing, and resolving technology incidents that could impact our global banking operations, trading platforms, and client services. You will work within a dynamic team dedicated to maintaining the high availability and security of systems that power one of the world's leading financial institutions. Your day-to-day responsibilities will involve real-time monitoring of infrastructure, triaging incidents using advanced tools, and collaborating with diverse teams to restore services with minimal disruption. In the fast-paced financial services industry, where downtime can have significant economic implications, you will conduct root cause analyses, contribute to process improvements aligned with ITIL frameworks, and support compliance with stringent regulations such as those from the Monetary Authority of Singapore (MAS). This role demands a proactive approach to incident prevention, including participation in disaster recovery exercises and knowledge sharing to build team resilience. We value professionals who thrive in high-stakes environments and are passionate about technology's role in finance. Joining JP Morgan Chase offers you the opportunity to grow your career in a supportive culture that emphasizes innovation, diversity, and work-life balance. If you have a strong background in IT support and a commitment to excellence, this position will allow you to make a tangible impact on our mission to deliver superior financial solutions worldwide.

Key Responsibilities

• Monitor and triage technology incidents in real-time to minimize downtime and ensure business continuity in JP Morgan Chase's global operations
• Coordinate with cross-functional teams including development, operations, and business units to resolve incidents efficiently
• Perform root cause analysis (RCA) on critical incidents and implement preventive measures to enhance system reliability
• Escalate high-priority issues to senior management and stakeholders, providing clear updates on impact and resolution timelines
• Maintain accurate documentation of incidents, including post-incident reviews and knowledge base updates
• Contribute to the continuous improvement of incident management processes in alignment with ITIL standards
• Support audit and compliance activities related to technology incidents, ensuring adherence to financial regulations like SOX and GDPR
• Participate in disaster recovery drills and simulations to test JP Morgan Chase's resilience in a financial services environment
• Mentor junior team members on incident response protocols and best practices

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in IT incident management or support roles within a financial services environment
• Proven track record in handling high-impact incidents in a large-scale technology infrastructure
• Strong understanding of ITIL frameworks and incident management best practices
• Experience with monitoring tools and ticketing systems such as ServiceNow or Remedy
• Ability to work in a 24/7 on-call rotation and handle urgent escalations
• Relevant certifications such as ITIL Foundation or CompTIA IT Fundamentals

Preferred Qualifications

• Experience in the banking or financial services sector, particularly with regulatory compliance requirements
• Familiarity with JP Morgan Chase's technology stack and operational processes
• Advanced certifications like ITIL Practitioner or Certified Incident Handler
• Prior leadership experience in mentoring junior support staff
• Knowledge of cybersecurity incident response in a financial context

Required Skills

• Proficiency in incident management tools like ServiceNow, Splunk, or PagerDuty
• Strong analytical and problem-solving abilities for complex technical issues
• Excellent communication skills for stakeholder updates and team coordination
• Knowledge of networking, servers, and cloud platforms such as AWS or Azure
• Understanding of cybersecurity principles and threat detection in financial systems
• ITIL-certified expertise in incident, problem, and change management
• Scripting skills in Python or Bash for automation of response tasks
• Ability to handle high-pressure situations with a focus on operational excellence
• Familiarity with financial services regulations and data privacy standards
• Team collaboration and leadership in multicultural environments
• Attention to detail in documentation and reporting
• Adaptability to evolving technology landscapes in banking
• Time management for prioritizing multiple incidents
• Basic understanding of Java or .NET for troubleshooting applications

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance coverage
• Retirement savings plan with generous company matching contributions
• Paid time off including vacation, sick leave, and parental leave
• Professional development opportunities with access to JP Morgan's internal training programs
• Employee stock purchase plan and financial wellness resources
• Wellness programs including gym memberships and mental health support
• Flexible work arrangements and relocation assistance for Singapore-based roles

JP Morgan Chase is an equal opportunity employer.