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Level 1 Incident Manager, Global Technology Infrastructure, Associate
September 15, 2018
Sustained Engineering (SE) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). Through its Global Service Desk and Infrastructure Operations Centers, SE provides global, coordinated diagnostic and support services, while it's 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 currently manages all major incidents that have a significant impact to JPMC's Lines Of Business (LOB) as part of a larger service management team. The team covers infrastructure support across the globe 24x7x365 utilizing a follow-the-sun support model. As part of the P1M team, you will follow a flexible working pattern (including weekend coverage) to manage all critical P1 incidents utilizing industry standard and internal toolsets. The P1M Incident manager will work with their counterparts in the Command Center in managing existing technical and business teams to drive resolution of these highly critical incidents whilst looking to achieve this within the defined SLAs.
Other responsibilities include:
Must be able to work unconventional shifts including weekends
Coordinate the resolution of critical P1 incidents utilizing technical and business resources in 24x7x365 enterprise organization
Be a focal and escalation point for P1 issues requiring more detailed and in depth investigations.
Instigate and chair complex technical bridges with a large audience and hold senior management conference calls to advise LOBs of a major incident occurring in the environment.
Send executive communications to a global audience providing accurate details of the incident and impacts to the business
Provide a command and control presence on technical bridges driving work streams and engaging resolvers as well as adhering to all processes, procedures and best practices
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
Attend and represent GTI on situation reviews
Establish, build and maintain partnerships outside of your immediate team that have a direct relation to your day to day operations
Participate in major command center events and provide coverage for critical site tests.
Proactively review and engage on lower severity issues to ensure the appropriate focus is being given by the assigned technical teams in an effort to reduce P1 incidents.
The achievement of required SLAs
3-7 years professional experience in Incident Management or IT operations in a financial institution
Good working knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements
Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks
Committed to results in a highly critical environment
Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills in the heat of the moment
Strong oral and written communication skills
Strong analytical and problem solving skills
Knowledge and use of incident/problem management tool set e.g. HP Service Center, SharePoint, etc
Must have in depth knowledge and understanding of Incident Management practices and skills
Certification or strong knowledge of ITIL concepts is very advantageous
Efficient typing and multitasking skills is essential to be successful in this role
Demonstrated experience working closely with, and across, multiple teams in a global organization
Proven ability to influence others, especially outside of your immediate area
Our Global Technology Infrastructure group is a team of innovators who love technology as much as you do. Together, you'll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You'll work in a stable, resilient and secure operating environment where you-and the products you deliver-will thrive.
When you work at JPMorgan Chase & Co., you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.
At JPMorgan Chase & Co. we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.