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VP, Production Support Lead

Req #: 180003026
Location: Wilmington, DE, US
Job Category: Technology
Job Description:
About Chase:
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.
 
Within Chase, Consumer Banking provides great products and an outstanding customer experience at over 5,600 branches and 18,700 ATMs in 23 states, as well as online and over the phone.
 
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 Continuous Service Improvement (CSI) within Operations Technology Production Management is responsible for the proactive analysis, identification of opportunities and execution of improvements, including the implementation of processes & policies that will improve the stability of the production application portfolio. The CSI executes the organization’s transformation strategy and governs and facilitates cross LOB (CIO, iCTOs, Application Development, Production Management, other LOBs,) partnership forums.
 
Responsibilities:
  • Drive transformational change through 5 key CCB Production Management pillars : Move to Business Centric Support, Prevention Culture, Mission Control Capabilities, Automation and Customer Stewardship
  • Ensure incident and change data is accurate through process, tooling improvements and governance leading to effective prioritization of efforts and measurement of stability progress through metrics
  • Analyze and drive Incident Management improvements leading to reduction in Mean Time to Recover (MTTR).  Eg incident training, knowledge management, detection / monitoring, automation, diagnosis, recovery, escalation / communications
  • Drive down repeat incidents and reduce overall incident volumes through problem management thematic analysis
  • Tighten change management discipline through effective governance.
  • Identify ongoing improvements through change related issues leading to higher change success %
  • Drive improved change readiness and supportability of applications, flows and services through Permit To Operate (PTO)
  • Ensure applications, flows and services have sufficient headroom via effective capacity management
  • Drive transparency and accountability for stability improvement through reporting, metrics and stability forums (eg driving Daily Production call agenda, CIO and CTO meetings, D&EP Production Management business reviews)
  • Identify and drive application and infrastructure hygiene improvements
  • Identify single points of failure and drive resiliency improvements
  • Identify and drive support model improvements
  • Ensure SLAs are in place for business processes
  • Identify general process and technology improvements leading to improved client experience
Basic Qualifications
  • 5 – 8 hands-on Experience in Application Development and/or Production Support roles
  • Process reengineering background / exposure
  • Analytical and problem-solving skills
  • Strategic mind-set – ability to identify and develop strategic  improvement opportunities
  • Demonstrates strong cross-functional influencing and leadership capability
  • Demonstrates strong verbal and written communication skills
  • Possesses strong time management, organizational, relationship building skills
  • Quality focused work ethic and strong controls mind-set
  • Adaptable to work in an evolving and changeable environment
  • Proactively manage and drive forward own career, identifying
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