Technology II - Major Incident Manager

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.

• 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 and Automation/coding/experience is a definite asset (Python/Java/Splunk)
• Experience with Incident Management tool Service Now (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
• 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

• Formal training or certification on software engineering concepts and 3+ years applied experience
• A minimum of 5 years experience in Technology;
  Production support experience preferred;
  Application Development experience a plus
• 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