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North America CIB Incident Management Director

Req #: 170116879
Location: Houston, TX, US
Job Category: Technology
Job Description:

About J.P. Morgan Chase & Co.

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.4 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, 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 J.P. Morgan is available at


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 nearly $20 trillion of assets under custody, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. 

About CIB Global Incident Management
The CIB Technology Global 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 are at the heart of reducing variability in recovery times and are key in protecting the revenues and client franchise for the firm.
The NA Locational Lead is a very visible and key role within this high performing team, empowered to orchestrate and drive incident resolution with minimal business impact and subsequently to ensure all learning from the incident feeds into a continuous improvement discipline.
In addition the NA location lead will help define the strategic direction of CIB Global Incident Management function and how it will integrates with the Global Incident Command Centers which operate in Houston, Singapore and Bournemouth. This is a key objective working with stakeholders in other LOBs to improve collaboration, communication, tooling and automation. The role also requires the lead to manage very senior stakeholders in Technology and Operations globally at the CIO level.


  1. Drive the strategic direction of the CIB global Incident Management function in terms of GICC engagement with other LOBs and stakeholders in NA.
  2. Drive collaboration, communication, tooling and automation with global peers to take the organization to the next level in its drive to reduce the time to recover from priority 1 incidents.
  3. Responsible for an experienced team of 12 people looking after performance development, objective settings and career planning.
  4. Ensure the team is operating at the highest level possible.
  5. Ensure the team is equipped to drive the execution of appropriate actions to recover business services as quickly as possible and drive the technical bridges. Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, JPMC lines of business
  6. Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident
  7. Drive process improvement to ensure improved future performance of the team
  8. Act as mentor and coach for junior members of the team
  9. Participate in post-incident reviews and problem management activities
  10. Proactively contribute to improvement activities during incident downtime
  11. Review the CIB environment to proactively identify events or lower severity incidents that could have major business impact if not resolved swiftly

 Key Qualifications:

  1. A minimum of 12-15 years experience in Technology; Production support experience preferred; Application Development experience a plus
  2. Proven ability to perform well under stress
  3. In-depth knowledge and understanding of Incident Management practices, skills and tools
  4. Broad understanding of technology frameworks across mainframe, midrange and distributed
  5. Good understanding of Financial Services and key drivers of business performance
  6. Clear leadership skills and ability to exercise judgment and sound decision making under pressure
  7. Strong oral and written communication skills, able to communicate with senior Technology and Business management
  8. Proven ability to influence others across all contributing teams and disciplines
  9. Strong team player, ability to build relationships from both a business and technical point of view
  10. ITIL training and certification preferred
  11. Committed to process improvement, LEAN and/or Six Sigma training a plus
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