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Incident Management Lead for US Clearing

Req #: 170115030
Location: Houston, TX, US
Job Category: Technology
Job Description:
JP Morgan Chase is one of the largest financial firms in the world.  It is the largest USD clearer in the country, has business leadership positions across Equities, Fixed Income, Commodities and Banking & Research and has industry leading Custody and Prime Brokerage capabilities.
 
With financial markets having greater and greater interdependencies, system outages at one institution can have wide-ranging and unpredictable impacts across markets, investors and liquidity.  There is increasing scrutiny from regulators on the ability of financial institutions to recover from large scale outages.
 
At JP Morgan Chase, we have a highly skilled, dedicated team supporting our 2,500 Corporate and Investment Bank applications.  We are looking to augment and further develop our capability in large scale incident management and are building a dedicated team of incident management specialists to become the best in class across the industry.
 
This team is at the heart of reducing variability in recovery times for major technology failures and will be key in protecting the revenues and client franchise for the firm.
 
Regional Incident Management Lead for US Clearing
 
This is a high level, hands on role with the following responsibilities :

Primary Responsibility:

The Incident Owner is responsible for driving actions and decisions to ensure technology incidents are quickly resolved with minimal to no impact to our clients.
 
Background:
  • The CIB Global Incident Management team is a highly skilled, specialist global team empowered to lead and make critical decisions during technology incidents to recover services for our clients. The team reduces variability in recovery times and protects the revenues and client franchise for the firm.
  • Incident Owner is a visible key role within this high performing team, empowered to orchestrate incident resolution with minimal business impact and to ensure all learning from incidents feed into a continuous improvement process.
  • Senior members of the Global Incident Management team demonstrate leadership and commitment to improving their own team’s performance, as well as the technical and operating environment in CIB.
     
Responsibilities/Tasks:
  • Determine and ensure execution of appropriate actions to recover business services as quickly as possible
  • Run the technical bridge to drive all diagnostic and resolution activities
  • Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, JPMC lines of business
  • Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident
  • Participate in process improvement to ensure improved future performance of the team
  • Actively design and manage personal improvement plan to set and meet team and individual performance goals
  • Act as mentor and coach for junior members of the team
  • Participate in post-incident reviews and problem management activities
  • Proactively contribute to improvement activities and ensuring compliance to all CIB or corporate control policies
  • Review the CIB environment to proactively identify events or lower severity incidents that could have major business impact if not resolved
  • Building and maintaining strong partnership with key resolver groups across CIB, technology groups, business teams, end users, operations, compliance, legal and regulatory teams and other service functions (problem, change, event)
  • Accountability for all CIB owned or impacted P1 incidents: For Fast recovery of service (90 minutes or less), quality communications and Complete, accurate and timely recording of the incident
     

Experience and skills required :
  • A minimum of 15 years’ experience in Technology for a major bank or financial firm;  with a minimum of 10 years of Production Support experience preferred; Application Development or Infrastructure Engineering experience a plus
    (OR)
  • At least 15 years proven IT incident management experience in a government body, branch of the military or other mission critical, and high stakes organization.
  • Proven ability to perform under stress
  • Proven problem solving ability and capability to understand complex system interactions and architectures
  • In-depth knowledge and understanding of Incident Management practices, skills and tools; proven ability to drive resolution of incidents across application and infrastructure resolver teams
  • Experience with multiple technologies, from mainframe, mid-range to distributed, client server applications.  Clear understanding of server, O/S, database, middleware and application
  • General understanding of Banking & Financial Services and key drivers of business performance
  • Clear leadership skills and ability to exercise judgment and sound decision-making under pressure
  • Strong oral and written communication skills, able to communicate with senior Technology and Business management
  • Proven ability to influence others across all contributing teams and disciplines
  • Good interpersonal skills;  Strong team player, who can build relationships from both a business and technical point of view.  
  • Excellent knowledge of standard IT service delivery frameworks (e.g. ITIL); ITIL training and certification preferred
  • Commitment to process improvement , team and organizational improvements
  • Ability to identify and hire top talent, develop and retain that talent and build high performing teams
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