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Global Enterprise Systems Management (ESM) Manager

Req #: 180025524
Location: Jersey City, NJ, US
Job Category: Technology
Potential Referral Amount: 5000 US Dollar (USD)

JPMorgan Chase & Co. (NYSE: JPMC) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.


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 Operation Centers, GSO provides global, coordinated diagnostic and support services, while Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.


Global Enterprise Systems Management (ESM) is responsible for maintaining a stable and resilient operating environment for Monitoring & Automation Systems for Distributed platform. The customer base of this service discipline is global within JPMC across all lines of business and is mainly represented by server & application support teams. Support to the ESM service is provided on a 7 x 24 x 365 basis utilizing a follow-the-sun operation model. Strategic global operations locations include Columbus, Jersey City/Brooklyn/Delaware/Whippany, Singapore and Hyderabad.



  • Lead a global operation team in NA & APAC strategic operation locations providing 24 x 7 production support for 20+ firm-width standard monitoring & automation products. Core supported products include Tivoli, Netcool, Enterprise Management Portal (EMP), SCOM, VCOPS, SMARTS, Edge & Atrium.
  • Be accountable for important tasks such as: incident management, change management, request management, internal customer consultations, security process & controls, resource management, & application recovery.
  • Liaise with CIO System Support, CFS Monitoring Service Management / Monitoring Engineering, and other technology groups regarding rollout, support and product life cycle activities of monitoring & automation products.
  • Drive service improvement and operation support efficiency.
  • Oversight & leadership for business continuity & disaster recovery activities for monitoring & automation products.
  • Audit & Regulatory adherence, & Security Process & Control – Working closing with GSO Risk Control, Service Management, Product Owner to drive the successful completion of internal & external audit inspections. Ensure security compliance with JPMC IT control policies applying to core monitoring & automation infrastructure with CSA, RCSA, Access Uplift and associated action plans.
  • Producing & managing operational metrics and working with Engineering team to reduce incidents, defects, & improving end-user experience via enhancement or automation.
  • Provide coaching & mentoring to ESM & Global Operation Services (GOS) team members locally & remotely.


  • 10+ years experience in IT management role and managing monitoring/automation infrastructure in enterprise class organizations; preferably in financial industry.
  • Bachelor’s degree in Engineering or Computer/Information Systems or equivalent
  • Technology proficiency in more than one of the follow products: Tivoli ( ITM6, TEPS, Data Warehouse), Netcool (Omnibus, Webtop, Impact, Probes), VCOPS, SMARTS, SCOM, Edge, Atrium.
  • Experience managing medium/large & geographically diverse team.
  • Strong analytical, problem solving and decision making skills.
  • Ability to create and maintain strong working relationships with colleagues, Engineering, senior leaders, and team members across the region, and across the firm.
  • Proven experience improving operational efficiency, stability and resilience.
  • Good understanding of Change Management, Incident Management, Problem Management & Risk Management practices.
  • Innovative mindset and automations solutions experience.
  • Strong communication skills to interface with executive management in both Operations & Engineering organizations.
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