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Incident Management Lead

Req #: 180011142
Location: Houston, TX, US
Job Category: Technology
Potential Referral Amount: 5000 US Dollar (USD)
Incident Management Lead 

The Incident Owner is responsible for driving actions and decisions to ensure technology incidents are quickly resolved with minimal to no impact to our clients.
  • The CIB Global Incident Management team is a highly skilled, specialist global team empowered to lead and make critical decisions during technology incidents to recover services for our clients. The team reduces variability in recovery times and protects the revenues and client franchise for the firm.
  • Incident Owner is a visible key role within this high performing team, empowered to orchestrate incident resolution with minimal business impact and to ensure all learning from incidents feed into a continuous improvement process.
  • Senior members of the Global Incident Management team demonstrate leadership and commitment to improving their own team’s performance, as well as the technical and operating environment in CIB.
Experience and skills required :
  • A minimum of 10 years’ experience within Production Support; Application Development or Infrastructure Engineering experience a plus
  • 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
  • Participate in post-incident reviews and problem management activities
  • Proactively contribute to improvement activities and ensuring compliance to all CIB or corporate control policies
  • Proven problem solving ability and capability to understand complex system interactions and architectures
  • Review the CIB environment to proactively identify events or lower severity incidents that could have major business impact if not resolved
  • Building and maintaining strong partnership with key resolver groups across CIB, technology groups, business teams, end users, operations, compliance, legal and regulatory teams and other service functions (problem, change, event)
  • Accountability for all CIB owned or impacted P1 incidents: For Fast recovery of service (90 minutes or less), quality communications and Complete, accurate and timely recording of the incident
  • Excellent knowledge of standard IT service delivery frameworks (e.g. ITIL); ITIL training and certification preferred.
  • In-depth knowledge and understanding of Incident Management practices, skills and tools; proven ability to drive resolution of incidents across application and infrastructure resolver teams
  • Experience with multiple technologies, from mainframe, mid-range to distributed, client server applications.  Clear understanding of server, O/S, database, middleware and application
  • General understanding of Banking & Financial Services and key drivers of business performance
  • Clear leadership skills and ability to exercise judgment and sound decision-making under pressure
  • Commitment to process improvement , team and organizational improvements
  • Ability to identify and hire top talent, develop and retain that talent and build high performing teams
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