Major Incident Lead, Global Service Operations
JPMorgan Chase - Jefferson Park, NJ

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Job Description

JPMorgan Chase & Co.

(NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while its Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.

GTI Production Assurance (PAC) P1M team currently helps manage all the major incidents that have significant impact to JPMC's lines of business as part of a larger service management team. The position covers infrastructure across the globe and 'follows the sun.' As part of the team, the PAC P1M- Major Incident Lead (L2 Lead) will manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLA's). Other responsibilities include:

Must be able to provide incident management leadership on technical and business bridges

Must be able to multitask in a stressful environment

Train, coach, and guide L2 activities and define best practices for L2 resources

Primarily serve as production-facing, however may contribute to non-production initiatives, but not as a rule

Build relationships from both a customer and technical point of view, involving global interaction

Provide an escalation point for L1 and L2 resources

Provide updates and communication up to GTI P1M Management, GSO management and other management as necessary

Approve all communications out of the team during that shift and ensure crisp, timely, clear, and accurate communications out of P1M

Coordinate activities of all resources on the shift and ensure efficient use of shift resources

Ensure proper turnover to the next shift and L2 Lead

Provide liaison and communication to other GSO platforms for cross-GSO engagement and escalations

Ensure L1 and L2 teams are identifying and creating Root Cause Analysis (RCAs) for their incidents and participate in formal RCAs as required

Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees; send out the relevant reports after conference bridges and at the end of each incident

Send email communications to a wide global audience giving details of the incidents you are running; send Executive communications as required; provide updates on GTI-owned management bridges on current infrastructure issues and actions being taken

Provide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident Calls

Authoritatively and confidently guide P1 incidents to resolution; may be called upon to make decisions on behalf of GTI in the heat of the moment that may have production impacting implications

Complete and follow through on Post Mortem Reviews (PMRs) and partner with Problem Management


10+ years of experience in information technology with an emphasis on incident management or IT Operations

Proven ability to provide incident management leadership on technical and business bridges

In depth knowledge and understanding of Incident Management practices and skills

Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks

Demonstrated ability to multitask and prioritize in a stressful environment; results-oriented

Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills in the heat of the moment

Proven analytical, problem solving, coaching, documentation, and leadership skills

Demonstrable working knowledge of tools such as Peregrine, Alarmpoint, CMDB, TAMS or other applications

Experience with incident/problem management tool set (e.g. Service Centre)

Strong oral and written communication skills, along with the ability to effectively communicate to senior management; strong typing skills

Proven ability to influence others, especially outside of your immediate area

Demonstrated experience working closely with, and across, multiple teams in a global organization; ability to build relationships both from a customer and technical point of view - this involves global interaction

Must be able to work unconventional shifts

Knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements is a plus

Certification or strong knowledge of ITIL concepts is very advantageous

JPMorgan Chase is an Equal Opportunity & Affirmative Action Employer, M/F/D/V.


Technology Operations

Primary Location

US-NJ-Whippany-300 Jefferson Park,Bldg D (BSC / 41031

Other Locations

US-OH-Columbus-Polaris McCoy Center / 54101


Central Technology & Ops



Job Type



Day Job

Employee Status


Corporate Brand

JPMorgan Chase & Co.

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