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IT Problem Manager

Req #: 170086084
Location: Jersey City, NJ, US
Job Category: Technology
Job Description:
Chase Consumer & Community Banking (CCB) serves nearly 66 million consumers and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Our 129,000 employees serve our customers in 57.5 million households by following Chase's Five Keys to a Great Customer Experience.

 

CCB Production Assurance Center (CCB PAC) is responsible for service support and delivery for technology across the CCB Lines of Business (LOBs). The CCB PAC provides coordinated diagnostic and support services leveraging and executing industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.


The Problem Management process is a common approach to define a problem in order to determine its root cause and implement a solution, eliminating future customer impacts and the risk of recurrence.  This is a hands-on individual contributor position and plays a critical role within the overall CCB PAC Problem Management function.


The Problem Manager proactively focuses, across tower and across discipline, on CCB-owned issues to identify incident and problem trends; communicate with technology owners; and facilitate plans of attack to ensure that CCB reaches its committed goal of reducing problems in the environment before they cause impact; eliminating defects and noise that consume considerable staff resources; and shorten time to repair.  This position analyzes incident, problem, and change data as well as recurring alerts and then works to programmatically identify the causes of recurring incidents, alerts, and noise in the environment, and ensure that plans and actions are in place to eliminate and resolve these issues at all Priority/Severity Levels.  This position also manages the root cause review process with impacted lines of business, ensuring that quality and in-depth root cause reviews and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues.


Day to day responsibilities include:

  • Analysis of CCB-owned issues to identify problem trends and chronic issues.

  • Communication with technology owners.

  • Facilitation of plans to reduce problems in the environment, eliminating defects, shorten time to repair, reduce impacts and drive efficiencies.

  • Analysis of timelines for gaps and improvement opportunities.

  • Act as a primary communication interface to all Lines of Business supported by CCB for problem management escalations.

  • Management of the formal CCB root cause review process for all levels of Priority 1 issues as well as meaningful requests from other lines of business for Non-Priority 1 issues.

  • Ensuring quality and in-depth root cause reviews occur.

  • Developing, assigning, and tracking actions to appropriate parties as part of the root cause review.

  • Ensuring appropriate actions are created to prevent problem from recurring.

  • Ensuring appropriate actions are created to resolve process or documentation issues that could contribute to longer TTR.

  • Facilitating post-implementation reviews to validate changes intended to resolve problems, known errors, and associated incidents are completed and properly documented.

  • Communication with Incident and Change management to ensure related incidents are updated accordingly.

  • Working with lines of business to develop valid actions to reduce impact and/or TTR for CCB-owned issues.

  • Working with CCB technology towers and lines of business globally to ensure the Problem Management process is executed comprehensively along with improvements to reporting, trending and analysis of problems.

  • Analysis of firm-wide incidents and problems and composing information shared with the Regulators

    • Bachelors degree or equivalent work.
    • 7+ years of experience within a technology environment is required.

    • Knowledge of the ITIL Framework is required; a V3 certification is preferred.

    • Incident management experience.

    • Problem management experience.

    • Extensive customer service and client interaction skills.

    • Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues.

    • Ability to work independently and very self-motivated.

    • Must display a history of achieving goals in a high performance environment.

    • Excellent communication skills necessary to work effectively with a variety of individuals and organizations.

    • Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint.

    • Demonstrated experience in analysis and presentation of data with a high degree of attention to detail and accuracy of processes.

    • Comfortable in a fast dynamic environment with the ability to work in a disciplined manner and to remain composed under pressure.

    • Excellent documentation skills with the ability to create clear and concise content.

    • Strong analytical and problem solving skills.

    • Ability to find the answers to questions without waiting for answers to come to you.

    • Effective use of analysis techniques to drill into the details and ask relevant questions to create clarity.

    • Ability to analyze a problem and solution to see gaps and identify downstream impact of a change or new solution.

    • Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updated.

    Behavioral Competencies: 

    • Highly respected by others; inspires others; generates innovative solutions; leads boldly

    • Customer Focused - Strong interpersonal and communication skills

    • Good listener, follows through on commitments and honors confidentiality

    • Ability to work autonomously to meet the business demands, and be an effective member of the team

    • Ability to deal with and manage conflicting priorities and to make business critical decisions independently when required, or escalate when appropriate to immediate manager

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