Site Reliability Engineer III - Performance Engineer- Service

There’s nothing more exciting than being at the center of a rapidly growing field in technology and applying your skillsets to drive innovation and modernize the world's most complex and mission‑critical systems.

As a Site Reliability Engineer III at JPMorgan Chase within the Enterprise Technology, Infrastructure Platforms team, you will solve complex and broad business problems with simple and straightforward solutions. Through code and cloud infrastructure, you will configure, maintain, monitor, and optimize applications and their associated infrastructure to independently decompose and iteratively improve on existing solutions. You are a significant contributor to your team by sharing your knowledge of end‑to‑end operations, availability, reliability, and scalability of your application or platform.

• Owns end‑to‑end reliability for the Service Now platform, including incident response, SLO/observability, automation, and platform performance engineering
• Troubleshoots incidents/problems; leads blameless post-mortems and drives non‑recurrence actions
• Defines/defends SLIs/SLOs and error budgets; improves telemetry, monitoring, alerting, and performance testing review
• Monitors platform and product performance metrics; partners with engineering on remediation
• Identifies and delivers stability/resiliency/performance improvements; supports platform/vendor upgrades
• Automates repetitive operational work to reduce toil
• Performs design reviews for platform/tenant implementations; partners with architecture on platform standards
• Holistically analyzes Service Now instances to identify/remediate resource contention across all layers of the stack; explores platform Java and JavaScript to understand Service Now application behavior
• Improves throughput via JVM memory allocation and garbage collection tuning; optimizes relational database performance via query refactoring and/or database tuning
• Uses enterprise‑authorized AI capabilities within the work environment to accelerate incident triage, troubleshooting, and post‑incident analysis, validating outputs and handling operational data according to sensitivity and security requirements.
• Applies enterprise‑authorized AI capabilities within the work environment to identify patterns in operational signals that indicate reliability risk or recurring toil, prioritizing reuse‑first improvements tied to SLO outcomes.

• Formal training or certification on site reliability engineering concepts and 3+ years applied experience
• Proficient in site reliability culture and principles and familiarity with how to implement site reliability within an application or platform
• Proficient in at least one programming language such as Python, Java/Spring Boot, and .Net
• Strong enterprise platform support experience and practical SRE/observability fundamentals relevant to Service Now
• 10+ years in technical support, software development, performance load testing, or professional services
• Expert‑level understanding of web application stack components
• Scripting: one or more of JavaScript, Python, Perl, Unix shell, Windows Power Shell
• Experience working with/debugging object‑oriented code like Java
• Strong RDBMS experience (Oracle/MySQL/SQL Server/PostgreSQL) and performance tuning; JVM performance tuning (memory/GC) and troubleshooting in complex systems
• Working knowledge of using enterprise‑authorized AI capabilities within the work environment to support SRE workflows with strong validation habits and awareness of data sensitivity
• Ability to validate AI‑assisted operational recommendations before applying changes, escalating when uncertain and following data sensitivity requirements

• Service Now CSA (or higher)
• Prior Service Now architecture exposure (training can be provided)
• Cloud/SaaS experience
• Memory management and dump analysis (Java heap dump analysis preferred)
• ITSM/ITIL/CMDB fundamentals
• Linux/Unix or Windows Server administration
• Browser/network troubleshooting tools (e.g., Firebug, Chrome Dev Tools, Fiddler)