Technology Support Lead - Major Incident Manager

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Job Description

Lead technology teams in enhancing operational stability and performance in a top-tier financial firm.

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Corporate Technology, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience. You will take the lead on incident response and risk reviews, use your leadership skills to give guidance, best practice advice and support across all our business and technology groups. There will be a requirement to keep management, executive directors, managing directors and stakeholders in the loop.

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. Your primary purpose is to effectively manage all Major incidents that have Significant impact to the firm and it's assets.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Execute policies and procedures that ensure operational stability and availability
• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• 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)
• Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident

Required qualifications, capabilities, and skills

• Experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Proficient in observability and monitoring tools and techniques
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• 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, key drivers of business performance, and cloud technology
• Influential and ability to multitask, exercise judgment and sound decision-making under pressure
• Exceptional communication skills, able to communicate with senior Technology and Business management
• Ability to influence others across all contributing teams and disciplines

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public cloud
• Experience in Production support or Application Development
• ITIL training and certification preferred
• Committed to process improvement, Six Sigma training a plus
• AWS practitioner certification is a plus

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.