Enterprise Infrastructure Services, Technology Operations Production Management

Lead Problem Manager, Global Technology Infrastructure

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, providing technical leadership to an incredibly talented team of Problem Managers. You’ll use your critical thinking skills to deliver the team’s functional goals, priorities and objectives that align with our overall strategy. 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.

Enterprise Infrastructure Services (EIS) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure. The Technology Operations Production Management

Tools team covers the Service Transition and Service Operation elements of IT Service Management. The product line delivers services and capabilities that support retail platforms and other products. It is defined as an Enabling Technical Platform and a Center of Excellence which provides support to product teams in specialty areas.

The Problem Manager focuses across Product towers and across discipline, on GTI-owned issues to initiate, lead and drive problem resolution via the Root Cause Analysis (RCA) process. They actively partner with technology owners and subject matter experts (SME's) to drive to permanent problem resolution ultimately driving down recurrence. The goal is to prevent problem recurrence after the first iteration and apply the solution across like technologies and situational constructs. This must lead to quicker problem detection and shorter time to repair (TTR). Through Data Analysis you will drive Proactive, Thematic reviews across technology to improve the stability of technology for the firm

This role requires a wide variety of strengths and capabilities, including:

• BS/BA degree or equivalent experience.
• Skilled in Technological, Organizational and/or Operational Problem Management.
• Service Management experience across Incident, Problem and Management.
• Proficient in pattern recognition and Proactive Thematic Problem investigation.
• Strong background in areas such as Data Centre, Network, Platform, Distributed, End User and Cloud technologies.
• Knowledge of corporate service management toolsets such as ServiceNow, Service Manager (incident/problem) are essential.
• Experienced leader who can manage, coach, mentor, develop and grow a team.
• Proficient in setting goals, priorities and roadmaps for their area of responsibility.
• Advanced knowledge of risk and controls landscape, ensuring company-wide standards are met
• Passion for identifying problems that cause incidents.
• Ability to influence and lead technical conversations with various infrastructure support groups.
• Sensitivity and urgency in dealing with high-impact outages.
• Ability to interface and work with multiple teams across regional boundaries and communication channels.
• Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented.
• Strong overall knowledge of technology business and best practices.
• ITIL certification desirable but not required.

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.

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 management, 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, 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.

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
• Technological, Organizational and/or Operational Change Management
• 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