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Infrastructure Service Support - Incident & Resiliency Manager

Req #: 170104914
Location: Bournemouth, ENG, UK
Job Category: Technology
Job Description:
Global 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, Major Incident and Crisis manager position will be responsible for helping drive major incident resolution and whilst also being the SME for regional crisis and resiliency efforts in line with the Global Business Resiliency response during testing and actual events. The successful candidate will be central part of the Major Incident Team and will also work with the Global Crisis and Resiliency director who will be defining the strategy and plan for dealing with technical crisis events using the Common Invocation Program and Enhanced Data Center testing initiatives.  Key Responsibilities:
  • 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.
  • Prepare and represent GTI on all sponsored Crisis simulation exercises within region.  These include: pandemics, natural disasters, violent acts, malware.
  • Participate in any Crisis calls, Global Business Resiliency planning or test events in line with the strategic plan from the Global Crisis and Resiliency Director.
  • Maintain oversight of all issues arising out of a Key Operational Global Site (KOGs), ensuring their timely resolution, in line with Global Resiliency standards.
  • Liaise with GTI Business Resiliency leads in region to ensure awareness and expectations to each Crisis situation.
  • Work with technology leads to automate data feeds/status as efficiently as possible (Remote access, Mobile Telepresence, Data Center updates, GSO…)
  • Will need to be available for on-call to cover critical events on weekends. 
  • 5-10 years of experience in information technology with an emphasis on incident management or IT Operations
  • 2 years focused working in a Technology Business Continuity Planning/Disaster Recovery related role.
  • Proven ability to provide incident management leadership on technical and business bridges
  • 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 very advantageous
About J.P. Morgan Chase & Co:
J.P. Morgan serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. J.P. Morgan is part of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.1 trillion.  The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of clients and consumers under its JPMorgan and Chase, and WaMu brands.
J.P. Morgan offers an exceptional benefits program and a highly competitive compensation package.
J.P. Morgan is an Equal Opportunity Employer
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