JPMorgan Chase Vice President, Major Incident Support in Houston, Texas

Our Global Technology Infrastructure Group is filled with innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and cost-effective approach to deliver a wide variety of high-quality products and services. You’ll work in a stable, resilient and secure operating environment where you - and the products you deliver - will thrive.

As an experienced Major Incident Support Specialist within The Priority One Management (P1M) team you will be supporting a global team covering 24x7 over 365 days utilizing a follow-the-sun model. Its primary purpose is to effectively manage all Priority One (P1) Major Incidents that have significant impact to firm's lines of business as part of a larger service management team. As part of the major incident team within Priority One Management, you will follow a flexible working pattern (including weekends) to manage the larger and more critical P1 incidents utilizing industry standard and internal toolsets. The P1M major incident manager will work with their counterparts in the P1M team to manage existing technical and business teams and drive resolution of these highly critical incidents whilst looking to achieve this within the defined service-level agreements (SLA's).

Responsibilities include: Coordinating the resolution of critical P1 incidents utilizing technical and business resources in 24x7x365 enterprise organization. Leading P1 incidents to resolution authoritatively and confidently; may be called upon to make decisions on behalf of GTI in the heat of the moment that may have production impacting implications. Representing the firm and ensuring that technology and business team members are involved only for valid critical incidents that have a clearly defined business impact (financial, regulatory, reputational, fiduciary). Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis. Leading large senior management conference calls to advise LOBs of major incidents occurring in the environment. Performing root cause analysis for all critical P1 incidents and driving resolution to the issues. Ensuring that the firm’s monitoring and automation platforms are actively leveraged to drive continuous improvement of business data and identifying systemic issues and eliminate them from the root level. Working in an Agile environment, and using the related software, to capture stories that will lead to improvements in P1M processes & tool functionality. Partnering with the P1M peers to assist in coordination and identification of “Air Traffic Control” across the various technical estates during the incident. Validating all incoming P1 incidents and assessing business impact to ensure that only critical incidents are flagged. Ensuring accountability of all incidents. Reviewing the incident management tool for lower severity issues and ensuring that the appropriate focus is being given by the assigned technical team in an effort to reduce P1 incidents. Participating in coverage of planned tests for major command center and critical site.

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

  • 5+ years professional experience in incident management, practices and skills or in IT operations in a financial institution

  • 3+ years of incident, crisis or fast paced environments that require quick decision making skills, and an ability to multi task

  • Broad basic knowledge of infrastructure, networks and how applications fit with in a network model

  • Strong working knowledge of a global financial institution in terms of technology/infrastructure and their dependencies and requirements

  • Working knowledge of Agile approach and associated toolsets

  • Must be able to work unconventional shifts which will include weekends.

  • Strong working knowledge of Enterprise Incident Management and industry standard collaboration tools

  • Broad technology understanding across Mainframe, Midrange, Distributed Systems, Storage and Networks

  • Committed to results in a highly dynamic environment

  • Must possess decisive leadership, and the ability to exercise sound judgment and decision making skills in the heat of the moment

  • Foundation Certification or strong knowledge of ITIL concepts is advantageous

When you work at JPMorgan Chase & Company, 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 & Company 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 around the world, we want to meet you.

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.