Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business (LOB) to provide high quality service delivery, exceptional project execution, and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.
The main purpose of this role is to lead GTI Client Operations in location, which provides assistance for technical issues which occur on GTI supported platforms. The team consists of local and remote support technicians who respond to and resolve issues for our customers in multiple lines of business.
Responsible in location for:
Desktop Support (Remote and Field)
Remote Desktop Support is a centralized helpdesk that provides Level 1 and Level 2 incident support. This helpdesk provides remote support and guidance across the globe for multiple lines of business for products, platforms and collaboration tools. Field support provides desktop support requirements on-site. This team coordinates and advises on major tech projects. Additional support includes critical, planned out of hours events and site specific support (i.e., Tech Roadshows).
Support for firm wide deployment programs, moves/adds/changes, asset management and Risk Operations. In addition this team provides desktop support requirements for business resiliency and contingency planning.
End-User Product Service Management
Service Management for products including virtual agent and self-service automation; workspace services; collaboration services; real time communication; Line Of Business application and access management.
Client Operations Service Management
Service Management for Client Operations including program management; ticket closure quality; reporting and analytics; training and process improvement.
Customer Experience delivers service excellence by leveraging feedback loops to improve the customer experience journey of our clients. This includes quality assurance, data analytics, product reviews and customer focused changes to support tools and services. We optimize the interactions between the customer and technology support.
Leadership and People Management
Support legal, regulatory, and compliance requirements for LoB’s.
Manage and facilitate the process of incident management of the location whenever service issues are discovered, reacting to all alerts as appropriate;
Establish strong linkage with regional / global teams to leverage common processes, function and resources to manage to global service delivery targets.
Understand and manage the risk profile of the location, providing updates and reporting as required.
Provide responsibility, oversight, direction and leadership for business continuity and disaster recovery activities within Client Operations.
Ensure that tech asset management processes and procedures are implemented and followed at all times and complies with local and firm wide standard
Ensure that a career and staff development program is in place, such that all employees have an opportunity to grow and improve in their respective roles
Contribute to the support network within JPMC by conducting coaching and mentoring to all levels locally and remotely.
In excess of 10 years demonstrated experience at a management level, being able to articulate proven staff development and growth success
Experienced in working in an influential role, specific experience in senior roles
Experience in managing vendor and supplier relationships
Experience in working in Asia Pacific liaising and communicating at all levels across the region
Strong communicator able to create and maintain people relationships
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