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. As an experienced Infrastructure Support professional, your relentless dedication to innovation will have a positive ripple effect on both innovation and the people who make it. You'll put your experience to work across the board, leading an incredibly talented team in areas like Change Management, Incident and Problem Management. You'll be responsible for management communication and client relationship management. You'll use your critical thinking skills to establish the team's functional goals and set priorities and objectives that align with our overall strategy. You'll oversee areas like incident management, change management, impact identification, management communication, Risk and Controls, client relationship management, service improvement, discovery/gathering/documenting of business needs and data and requirements. You'll coach, manage and mentor people, both in-house and in working collaboration with our talented and dedicated problem-solving technologists across the JPMorgan Chase & Co. global network.
The Problem Manager focuses, across tower and across discipline,on GTI-owned issues to initiate, lead and drive problem resolution via the RootCause Analysis (RCA) process. They actively partner with technologyowners and subject matter experts (SME's) to drive to permanent problemresolution ultimately driving down recurrence. The goal is to prevent problemrecurrence after the first iteration and apply the solution across liketechnologies and situational constructs. This must lead to quicker problemdetection and shorter time to repair (TTR). This position manages the root cause review process with impactedlines of business, ensuring that quality and in-depth root cause reviews andimprovement actions are developed as soon as reasonably possible (within theSLA) for high impact outages or for recurring issues.
This role requires a wide variety of strengths and capabilities, including:
BS/BA degree or equivalent experience
Expertise in service, functional area or Infrastructure supported and interdependencies
Advanced knowledge of risk and controls landscape, ensuring company-wide standards are met
Ability to set and drive the business' strategic direction to deliver technology that meets internal and external needs
Knowledge of financial control and budget management
Minimum 5 years of experience inService Delivery, Problem Management or Incident Management, combined with anexcellent understanding of the Global Technology Infrastructure support model
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 15 technology centers worldwide, our team of 50,000 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 $11B annual investment in technology enables us to hire people to create innovative solutions that are transforming the financial services industry.
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.
Internal Number: 6355358
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