Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while it’s Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.
The Priority One Management (P1M) team currently helps manage all the major incidents that have significant impact to JPMC's lines of Business as part of a larger service management team. The team covers infrastructure across the globe 24X7X365 utilizing a follow-the-sun support model. As part of the Major Incident team within P1M, 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 in managing existing technical and business teams to drive resolution of these highly critical incidents whilst looking to achieve this within the defined SLAs.
Other responsibilities include:
Must be able to work unconventional shifts including weekends
Coordinate the resolution of critical P1 incidents utilizing technical and business resources in 24x7x365 enterprise organization
Be a focal and escalation point for P1 issues requiring more detailed and in depth investigations.
Instigate and chair complex technical bridges with a large audience and hold senior management conference calls to advise LOBs of a major incident occurring in the environment.
Send executive style communications to a global audience providing accurate details of the incident and impacts to the business
Provide a command and control presence on technical bridges driving work streams and engaging resolvers as well as adhering to all processes, procedures and best practices
Authoritatively and confidently guide P1 incidents to resolution; may be called upon to make decisions on behalf of GTI in the heat of the moment that may have production impacting implications
Attend and represent GTI on situation reviews where possible.
Establish, build and maintain partnerships outside of your immediate team that have a direct relation to your day to day operations
Participate in major command centers and critical site tests coverage.
Review the Incident management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team in an effort to reduce P1 incidents.
The achievement of required SLAs
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