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JP Morgan Chase

Runs a consumer bank and an investment bank

Technology Support Director - Digital Enablement Production Management

Site Reliability EngineeringConfirmed live in the last 24 hours
Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

  • At least 7 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services, including leadership accountability for global production environments and reliability transformation initiatives, with demonstrated delivery in highly regulated environments and on AWS cloud and IAM-critical platforms.
  • Demonstrated experience leading safe use of enterprise-authorized AI capabilities in production support workflows, including validation practices and awareness of data sensitivity.
  • Ability to define review, approval, and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes.
  • Executive-grade written and verbal communication and calm, decisive leadership during major incidents.
  • Demonstrated ability to lead large-scale, complex production environments in a fast-paced organization and drive strategic initiatives while managing competing priorities.
  • Strong collaboration skills to work with technical experts, key stakeholders, and team members to resolve complex problems.
  • Strong understanding of Linux-based platforms, web and application architectures, and distributed-system reliability patterns.
  • Expertise in observability practices and tools, including logs, metrics, traces, alert design, and dashboards; examples include Splunk, Geneos, Dynatrace, Grafana, and ServiceNow, with configuration, integration, and metric analysis across application and infrastructure layers.
  • Proven knowledge of site reliability culture and principles, including use of SLIs and SLOs to drive proactive operations and reliability improvements.
  • Extensive experience with AWS architecture and services, including EC2, IAM, S3, Lambda, and CloudFormation, and cloud security best practices; strong understanding of cloud security principles, compliance frameworks, and risk management.
  • Proven expertise in Identity and Access Management (IAM), including onboarding and support strategy, policy design, implementation, and audit; familiarity with IAM platforms and tools such as ForgeRock and Ping Identity.
  • Proficiency in at least one programming language such as Python or Java with Spring Boot, plus strong command of Linux scripting for day-to-day operational enablement and automation.
  • Experience with automation tooling, DevOps methodologies, and CI/CD pipelines; familiarity with enterprise scheduling and orchestration tools such as Autosys or Control-M.

Responsibilities

  • Lead, coach, and develop a high-performing Production Management Engineering team in Bangalore, including hiring, performance management, career development, and succession planning.
  • Establish team operating rhythms, including shift and on-call expectations where applicable, decision rights, escalation paths, and accountability; build a culture of operational excellence through documentation discipline, continuous improvement, and follow-through on actions.
  • Drive stakeholder management across engineering, product, security, infrastructure, and business teams; manage competing priorities and align execution to organizational goals.
  • Own service availability and reliability targets and define service tiers and criticality for the platform.
  • Establish and drive a reliability engineering roadmap for automation and self-healing, reduced toil, improved observability, and improved recoverability.
  • Set production standards for monitoring, alerting, logging, runbooks, and production-readiness gates for onboarding new applications and services.
  • Oversee end-to-end management of production and UAT environments, ensuring availability, resiliency, performance, and security across application and infrastructure layers.
  • Establish and monitor production-system KPIs, including availability, latency, MTTR, incident rates, change success rate, capacity and utilization, and control and compliance evidence health; use SLI/SLO frameworks to proactively prevent customer impact.
  • Act as escalation leader for Sev1/Sev2 incidents and high-risk production events, ensuring rapid mobilization across global teams.
  • Drive high-quality root cause analysis and corrective actions with measurable outcomes and verified closure.
  • Lead governance forums for service health reviews, incident and problem reviews, change quality, and operational risk, and provide executive-level reporting.
  • Ensure processes and solutions adhere to regulatory requirements and internal policies, maintaining robust compliance and security standards, including IAM lifecycle controls.
  • Partner with application and platform engineering leadership to improve architecture resiliency, reduce blast radius, and remove single points of failure.
  • Evaluate cross-LOB impact of platform changes and data and process initiatives; ensure operational readiness and safe delivery.
  • Sponsor modernization of tooling and operational analytics to improve MTTR and prevent recurrence.
  • Champion automation and DevOps practices, including CI/CD enablement, infrastructure-as-code, and standardized release and run pipelines, to streamline operations and reduce manual intervention and toil.
  • Stay abreast of industry trends and emerging technologies in SRE and production operations, IAM, and cloud infrastructure, and recommend enhancements to production management practices.
  • Own DR/SR/HA strategy, testing cadence, evidence capture, and outcomes; ensure documentation is current and executable.
  • Proactively manage capacity, performance, and dependency risks through forecasting, testing, and engineered action plans.
  • Lead AWS-based resiliency design and execution where applicable, including multi-AZ and multi-region patterns and cloud-native scaling and recovery approaches; partner with security to embed cloud security best practices and risk management.
  • Establish governance standards for AI-assisted workflows used in incident, problem, and change processes, including documentation and trend analysis, ensuring traceability, auditability, and alignment to resiliency and security expectations.
  • Set reuse-first expectations for enterprise-authorized AI adoption in support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.

Desired Qualifications

  • Familiarity with container and container-orchestration technologies such as Docker, ECS, and Kubernetes.
  • Familiarity with troubleshooting common networking technologies and issues, plus internet security and network fundamentals.
  • Familiarity with databases and messaging and integration technologies.

About the Company

JP Morgan Chase

Runs a consumer bank and an investment bank

JPMorgan Chase runs the largest bank in the United States, which serves households and small businesses as Chase and large companies, governments, and investors as J.P. Morgan. During the 2008 financial crisis it bought the failing investment bank Bear Stearns and lender Washington Mutual, and in 2023 it took over First Republic Bank after regulators seized it. Chase takes deposits and earns interest on credit cards, mortgages, and car loans, while the investment side earns fees for advising on mergers, raising money for companies, trading stocks and bonds, and managing wealth. Formed in a 2000 merger, JPMorgan Chase traces its roots to 1799 and is based in New York City.

Company size
10,001+
Company stage
IPO
Headquarters
New York City, New York
Founded
1799

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