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.
US-NJ-Whippany-300 Jefferson Park,Bldg D (BSC / 41031
US-OH-Columbus-Polaris McCoy Center / 54101
Central Technology & Ops
JPMorgan Chase & Co.
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