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Priority One Incident Manager

Req #: 180006805
Location: Columbus, OH, US
Job Category: Technology
Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, 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 JPMorgan Chase & Co. is available at
Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of Global Technology Infrastructure is to balance both business alignment and the centralized delivery of core products and services. Global Technology Infrastructure is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.
Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure LOB (GTI). Through its Global Service Desk and Infrastructure Operations Centers, Global Services Operations provides global, coordinated diagnostic and support services, while its Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.  
The Priority One Management (P1M) team is a Global team covering 24x7 over 365 days utilizing a Follow-The-Sun model. Its primary purpose is to effectively manage all P1 Major Incidents that have significant impact to JPMC's lines of business as part of a larger service management team. 
As part of the team, you will follow a flexible working pattern (including weekends) to manage P1 incidents utilizing industry standard and internal toolsets. The P1M incident manager will work with existing technical and business teams to drive resolution of the incidents whilst looking to achieve this within the defined Service Level Agreements. 
Other responsibilities include: 
  • Coordinate the resolution of critical Priority One incidents utilizing technical and business resources in 24x7x365 enterprise organization
  • Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees
  • Provide updates on Global Technology Infrastructure owned management bridges on current infrastructure issues and actions being taken
  • Send executive style communications to a global audience giving details of the incident and impacts to the business
  • Provide a command and control presence on technical bridges driving work streams and engaging resolvers
  • Authoritatively and confidently guide Priority One incidents to resolution; may be called upon to make decisions on behalf of Global Technology Infrastructure in the heat of the moment that may have production impacting implications
  • Attend and represent Global Technology Infrastructure on situation reviews where possible
  • Establish and maintain relationships within the firm being able to fully support any critical incident as required during high-profile events
  • Participate in major command centers and critical site tests coverage
  • Review the Incident management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team in an effort to reduce Priority One incidents
  • 5+ years professional experience in incident management or crisis related events, practices and skills or in IT operations
  • Strong working knowledge of a global financial institution in terms of technology/infrastructure and their dependencies and requirements
  • Must be able to work unconventional shifts which will include weekends
  • Strong working knowledge of tools such as HP Service Manager, REACT, CMDB, Remedy and collaboration tools such as Sharepoint
  • Broad technology understanding across Mainframe, Midrange, Distributed Systems, Storage and Networks
  • Committed to results in a highly stressful environment
  • Must possess decisive leadership, and the ability to exercise sound judgment and decision making skills in the heat of the moment.
  • Strong oral and written communication skills
  • Strong analytical and problem solving skills
  • Build relationships both from a customer and technical point of view including with the problem and change management teams
  • Foundation Certification or strong knowledge of ITIL concepts is advantageous
  • Strong typing and multitasking skills are highly desired
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