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Digital Mission Control – Production Management Lead

Req #: 170115341
Location: Columbus, OH, US
Job Category: Technology
Job Description:

As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.

Job Description    
The Consumer & Community Banking (CCB) Production Management, Digital Mission Control (DMC) manages digital channel availability on a 24x7 basis. The US day is supported by the teams in Columbus/Houston and the US overnight is supported by Singapore/India teams. The DMC is entrusted with end-to-end monitoring responsibilities of the Digital (online and mobile channels) environment as well as other production management responsibilities. Its aim is to resolve 90% of all digital incidents without escalations and therefore has SMEs present onsite on all shifts 24x7.
  • Utilize technical expertise and application knowledge to prevent, mitigate, and resolve production incidents
  • Key decision taker in terms of failovers, isolating DC and preserving customer experiences
  • Drive monitoring operations visibility through tools such as CA APM (Wily), Splunk and Dynatrace. Provide transparency on the messaging of these tools.
  • Leverage Tools expertise to perform targeted triage during major P1 incidents.
  • Drive Technical Bridges with information from monitoring tools and other sources
  • Act as the liaison between Monitoring team and Incidents Managers for major P1 issues
  • Build strong relationships within a large organization - effecting change and trust
  • Ability to drive initiatives through reporting, metrics and operational feedback
  • Understanding goals beyond that of technology and  integrate with business processes
  • Team leadership and human capital/talent management responsibilities.
  • Flexible and adaptable in response to changing demands
  • Responsible for driving continuous service improvements through established processes
  • Drive gap analysis and Service Improvement for digital incidents
What Are My Hours?
  • A modified shift schedule is currently in place to insure 12hr/7 day coverage.
  • A bachelor’s degree in a technology related field
  • Very good communications skills – managing global bridges/ writing executive notifications
  • Strong technical background with banking technologies – SME in at least two of the technologies; Middleware, Java/J2EE, Unix, DB2, Splunk, Dynatrace, WebSphere, SiteMinder, Web Servers and general Application flows
  • 'Customer Obsessed' mindset-  preferable from technical support roles and/or professional services
  • Experience working with geographically distributed and culturally diverse work-groups
  • Experience in working in technology operations – high pressure shift environment
  • Strong problem solving skills – probing to understand flow logistics and engage relevant support
  • General knowledge of IT infrastructure including networks, storage networks, infrastructure, load balancing, server clustering, databases and application architecture
  • Knowledge of the emerging payments technologies and digital wallets
  • Proven analytical skills, especially in analysis of complex IT dependencies
  • Ability to develop strong client relationships and to collaborate with project teams and technology partners 
  • Multi- tasking is essential – listening, writing, reviewing and sending executive communications
Additional Requirements
  • Familiarity of internal Chase systems, especially HPSM, ITSM, TAMS, SEAL and CMDB.
  • ITIL certification with emphasis on Service Operations is preferred   
  • Project management experiences – as a player and supervisor
  • Self-motivated, learn quickly and deliver results with minimal supervision
  • Quickly interpret customer problems and navigate through complex organizations
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