at J.P. Morgan
Bulge Bracket Investment BanksPosted 6 days ago
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**Technology Support Lead - Change Manager** ensures operational stability and high performance of production services within Singapore's dynamic technology environment. Key responsibilities: Leads AI integration to enhance incident response, executes Change Management policies to maintain service availability, drives service management tool evolution, and communicates issues to stakeholders. This role requires a Bachelor's degree in relevant fields, at least 5 years of experience in Change/Service Management, proficiency in AI capabilities, experience managing large-scale technology environments, and knowledge of ITIL frameworks. Preferred: programming languages, and public cloud experience.
- Compensation
- Not specified
- City
- Singapore
- Country
- Singapore
Currency: Not specified
Full Job Description
Location: Singapore, Singapore
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 team, 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 firms 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
- 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 Change Management policies and procedures that ensure operational stability and availability and lead change management in support of full stack technology systems, applications, or infrastructure
- Monitor production environments for upcoming changes, analyse anomalies, correlate across businesses and address conflicts. Drive evolution of service management tools, and escalate and communicate issues and solutions to business and technology stakeholders through Change Advisory Boards and service reviews.
- 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
- Bachelors Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
- 5+ years of experience or equivalent expertise in Change management or Service management, Analysing records, resolving conflicts, 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
- Working knowledge in one or more general purpose programming languages and/or automation scripting
- Practical experience with public cloud
