Corporate Technology - Applications Support

Job Description

About J.P. Morgan Chase & Co.JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, 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 J.P. Morgan is available at www.jpmorganchase.comAbout J.P. Morgan Corporate TechnologyThe Corporate Technology (CT) organization develops applications and provides technology support for corporate functions across JPMorgan Chase, including Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and all functions within the Corporate Administrative Office (CAO).Role Description:The Corporate Technology Incident Management team is a highly skilled, specialist global team empowered to make critical decisions during technology incidents to recover services for our clients. The team is at the heart of reducing variability in recovery times and is key in protecting the revenues and client franchise for the firm. JPMorgan is looking for an experienced application support manager to manage the major incidents impacting the Corporate Technology (CT) Line of Business. The ideal candidate is likely a senior application support team technologist or a manager of an application support team. You should be an excellent problem solver, be able to take command and collaborate with a set of different technology teams, and direct them to quickly diagnose and resolve the underlying issue with minimal to no impact to our clients and the firm. As the Major Incident Manager is a very visible and integral role within this high performing team, you will be empowered to orchestrate incident resolution with minimal business impact and subsequently to ensure all learning from the incident feeds into a continuous improvement discipline.The key responsibilities of the role include but are not limited to:

• Determine and ensure execution of appropriate actions to recover business services as quickly as possible
• Run the technical bridge to drive all diagnostic and resolution activities
• Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, JPMC lines of business
• Previous experience managing Major Incidents in a corporate environment.
• Automation/coding/experience is a definite asset (SQL/Python/Java/Splunk)
• Experience with Incident Management tool ServiceNow (Required)
• Perform on-call support as required.
• Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident
• Participate in process improvement to ensure improved future performance of the team
• Actively design and manage personal improvement plan to set and meet team and individual performance goals
• Act as mentor and coach for junior members of the team
• Participate in post-incident reviews and problem management activities
• Proactively contribute to improvement activities during incident downtime
• Review the CT environment to proactively identify events or lower severity incidents that could have major business impact if not resolved swiftly

• BS/BA degree or equivalent technical acumen
• A minimum of 10 years experience in Technology; Production support experience preferred; Application Development experience a plus
• Ability to perform under pressure
• In-depth knowledge and understanding of Incident Management practices, skills and tools
• Broad understanding of technology frameworks across mainframe, midrange and distributed
• General understanding of Financial Services and key drivers of business performance
• Influential and ability to exercise judgment and sound decision-making under pressure
• Excellent communication skills, able to communicate with senior Technology and Business management
• Ability to influence others across all contributing teams and disciplines
• Strong team player, ability to foster relationships from both a business and technical point of view
• ITIL training and certification preferred
• Committed to process improvement, Six Sigma training a plus

Keyskills :
global financebusiness servicesfinancial servicesrisk managementmusic makingsix sigmaproblem managementinfluence othershuman resourcesproduction supportinvestment bankingoncall support