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Technical Major Incident Owner, Global Technology Infrastructure, Vice President

Req #: 170105715
Location: Singapore, 01, SG
Job Category: Technology
Job Description:
 
Global Client & Core Service Operations 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 the 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 Priority One Incident 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 team covers infrastructure across the globe and 'follows the sun’ using new state of the art Global Incident Command Centers.  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:
  • Act as primary focal point for all GTI technical response establishing command and control through the entire incident lifecycle.
  • Strong leadership presence driving accountability across all levels of GTI business units.
  • Drive collaboration of multiple technology skill sets via technical bridges on incidents.
  • 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
  • Provide updates and communication up to GTI P1M Management, GSO management and other management as necessary
  • Build relationships from both a customer and technical point of view, involving global interaction
  • Drive the adoption of dashboards and develop processes for technical analysis of incidents.
  • Must be able to multitask in a stressful environment
  • Primarily serve as production-facing, however will contribute to non-production initiatives.
  • Ensure technical teams are identifying and creating Root Cause Analysis (RCAs) for incidents and participate in formal RCAs as required
  • Will need to be available for on-call on rotation basis to cover critical events on weekends. 
Qualifications
  • 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 HPSM, Office, XMatters, CMDBs, TAMS or other applications
  • Experience with incident/problem management tool set (e.g. Service Manager)
  • 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

Our Global Technology Infrastructure Group is filled with innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and cost-effective approach to deliver a wide variety of high-quality products and services. You’ll work in a stable, resilient and secure operating environment where you—and the products you deliver—will thrive.

 

When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world. 

 

At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation.  If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.  

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