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Technology Major Incident Manager

Req #: 170091566
Location: Columbus, OH, US
Job Category: Technology
Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at
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 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.
Global Client & Core Service 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, this team provides global, coordinated diagnostic and support services, while it’s 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 / GSO Production Assurance (PAC) Priority One Management (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 supports a Follow the Sun model.  As part of the team, the P1M Technical Major Incident Owner position will be responsible for providing senior technical oversight and drive for critical and long running issues. 
Other responsibilities include:
  • Drive Global Technology Infrastructure (GTI) technical response to major incidents, establishing command and control through the entire incident lifecycle
  • Strong leadership presence on Major Incidents, driving accountability across all levels of GTI Technical resolvers and Technical Leadership
  • Drive collaboration of multiple technology skill sets via technical bridges and use of tele-presence collaboration rooms
  • Authoritatively and confidently guide Major Priority One (P1) incidents to resolution; may be called upon to make decisions on behalf of GTI under pressing circumstances, that may have production impacting implications
  • Provide updates in line with the agreed GTI communications processes, up to GTI P1M Management, Core Service Operations (GSO) management and other LOB management as necessary
  • Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners
  • Must be able to multitask in a stressful environment
  • Provide prominent input to proactive monitoring tools development, proactive planning for major implementations and driving preventative diagnosis of possible problem areas across technology landscape
  • Support RCA’s being created when necessary and work with the Problem Management team to help drive the technical teams and ensure any actions are completed
  • Ensure all information for the MIR is available and identify the key participants in the RCA kick off calls
  • Provide administrative and coaching support to P1M team via Scorecards, documentation, and supporting incidents as time permits against driving Major Incidents and providing critical RCA and tool support
  • Required to be available for on-call on rotation basis to cover critical events on weekends 
  • 7-10+ years of experience in information technology with an emphasis on incident management or IT Operations driving the diagnostics, resolution, and root cause of complex Networks, Distributed Applications, or Mainframe Applications performance issues.
  • 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 Application and Systems Performance and Availability management, tools such as Dynatrace, Wily, and Opnet App Internals.
  • 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; 
  • 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
  • Ability to work independently, with minimal supervision
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