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Incident Management Director

Req #: 170106254
Location: Houston, TX, US
Job Category: Technology
Job Description:

GSO (Global Service Operations) P1M (Priority One Management) is looking to hire an Executive Director to support and lead the GICC (Global Incident Command Center) and local P1M staff at its Houston location. This person will report in to the P1M Director for North America.


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 Site Manager (Houston) will be responsible for helping drive major incident resolution, while also driving all other pertinent aspects of the GICC (Global Incident Command Center) in the Houston location.


The successful candidate will be a core component of the P1M North America leadership team , working closely with the other site leads across the globe.  


Key Responsibilities:


  • Local reporting responsibility for all P1M Staff
  • Drive GICC oversight including but not limited to;
    • Mechanics
    • Technology
    • Operational readiness of room
  • Interface with all other LOB and resolver teams driving improvements in engagement and collaboration, locally and globally
  • Represent P1M at site location leadership meetings
  • Lead GICC initiatives on behalf of Global CoE (Center of Excellence)
  • Using the established Incident Management processes, lead and drive Major 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 senior management as necessary
  • Build relationships from both a customer and technical point of view, involving global interaction.
  • Respond and support any accident or natural disaster requiring GTI technology or people to respond for workaround and/or recovery in region
  • Engender close collaboration with all other global P1M site leads
  • 10 - 15 years of experience in IT leadership with an emphasis on incident management
  • Proven ability to provide incident management leadership on technical and business bridge calls
  • In depth knowledge and understanding of Incident Management and business resiliency 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
  • Working knowledge of tools such as HPSM, Office, xMatters, CMDBs, TAMS or other applications
  • 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
  • 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 advantageous



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