Major Incident Management Owner Major Incident Management Owner …

in Houston, TX, United States
Permanent, Full time
Be the first to apply
in Houston, TX, United States
Permanent, Full time
Be the first to apply
Major Incident Management Owner
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Working in Application Support means you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm. You'll work collaboratively in teams on a wide range of projects based on your primary area of focus: design or programming. While learning to fix application and data issues as they arise, you'll also gain exposure to software development, testing, deployment, maintenance and improvement, in addition to production lifecycle methodologies and risk guidelines. Finally, you'll have the opportunity to develop professionally -and to grow your career in any direction you choose.

The CIB 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.

J.P.Morgan is looking for an experienced application support manager to manage the major incidents impacting the banking line of business within the Corporate and Investment Bank (CIB). 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 and be able to take command and partner 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.

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
  • 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 CIB environment to proactively identify events or lower severity incidents that could have major business impact if not resolved swiftly

Additional strengths and capabilities, include:

  • A minimum of 10 years experience in Technology; Production support experience preferred.
  • 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, LEAN and/or Six Sigma training a plus

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 organizations. In our global technology centers, 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.