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Application Support - Global Incident Management - Incident Owner

Req #: 170114726
Location: Bournemouth, ENG, UK
Job Category: Technology
Job Description:
Individual role description
 
The Corporate Investment Bank Technology Incident Management team is a highly skilled, specialist global team empowered to make critical decisions during technology incidents to recover services for our clients.  The team is at the heart of reducing variability in recovery times and is key in protecting the revenues and client franchise for the firm. 
The Incident Owner is an extremely visible and key role within this high performing team, empowered to orchestrate incident resolution with minimal business impact and subsequently to ensure all learning from the incident feeds into a continuous improvement discipline.
 
Short description of key responsibilities (5/6)
  • Determine and ensure execution of appropriate actions to recover business services as quickly as possible
  • Own the technical recovery bridge (call) to  drive all diagnostic and resolution activities including the identification and engagement of all resources needed to resolve the incident
  • 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 including being a mentor and coach for junior members of the team
  • Participate in post-incident reviews and problem management activities
Qualifications – Not behaviors
  • Experience in Technology;  Production support experience preferred; Application Development experience a plus
  • In-depth knowledge and understanding of Incident Management practices, skills and tools
  • Broad understanding of technology frameworks across mainframe, midrange and distributed
  • General understanding of 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
  • ITIL training and certification preferred
Benefits
 
We offer highly competitive benefits including pension, bonus scheme, private medical for you and your family, as well as the freedom to innovate, continuous technology training, global collaboration and career mobility.
 
About J.P. Morgan’s Corporate & Investment Bank
 
J.P. Morgan’s Corporate & Investment Bank is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.  Further information about J.P. Morgan is available at www.jpmorgan.com.
 
The hiring manager for this job opening would be willing to have a conversation about flexibility.  This could range from ad hoc flexibility in a full time position, to a more formal Flexible Work Arrangement.  The hiring manager is not committing to offering this, just highlighting an openness to having the conversation. 
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