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Digital Mission Control – Production Management Lead

Req #: 170076045
Location: Columbus, OH, US
Job Category: Technology
Potential Referral Amount: 5000 US Dollar (USD)
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at   
As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.
Job Description    
The Consumer & Community Banking (CCB) Production Management, Digital Mission Control (DMC) manages digital channel availability on a 24x7 basis. The US day is supported by the teams in Columbus/Houston and the US overnight is mainly supported by Singapore/India teams. The DMC is entrusted with end-to-end monitoring responsibilities of the Digital (online and mobile channels) environment as well as other production management responsibilities. Its aim is to resolve 90% of all digital incidents without escalations and therefore has SMEs present onsite on all shifts 24x7.
  • Key decision taker in terms of failovers, isolating DC and preserving customer experiences
  • Drive monitoring operations visibility through tools such as CA APM (Wily), Splunk and Dynatrace. Provide transparency on the messaging of these tools.
  • Leverage Tools expertise to perform targeted triage during major P1 incidents.
  • Apply highly technical skillset to troubleshoot issues quickly preventing or mitigating P1 incidents.
  • Where necessary, escalate and work with appropriate technology teams to provide solutions.
  • Aggressively respond to service requests from Client facing support teams, Operations, Risk/control partners, etc.
  • Perform critical resiliency procedures to reduce recovery times.
  • Partner with multiple teams to mitigate issues.
  • Utilize excellent communication skills to drive technical resolution on P1 incident bridges.
  • Understand End to end view of issues for objectivity.
  • Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.
  • Work closely with the monitoring team to improve thresholds and alerting of critical flows.
  • Assist with Root Cause Analysis (RCA) by providing input on timeline, impacts, action items, and trigger details.
  • Utilize monitoring tools to identify impacts and assess ongoing issues.
  • Support Production Releases and High Availability events by performing post validation testing.
  • Identify recurring systemic issues and drive problem management of both long term and short term fixes, working with internal and external groups for long term resolution, process improvements, and enhancements.
  • Effectively document and communicate technical information to improve team processes.
  • Drive Technical Bridges with information from monitoring tools and other sources
  • Act as the liaison between Monitoring team and Incidents Managers for major P1 issues
  • Build strong relationships within a large organization - effecting change and trust
  • Ability to drive initiatives through reporting, metrics and operational feedback
  • Understanding goals beyond that of technology and  integrate with business processes
  • Team leadership and human capital/talent management responsibilities.
  • Flexible and adaptable in response to changing demands
  • Responsible for driving continuous service improvements through established processes
  • Drive gap analysis and Service Improvement for digital incidents
What Are My Hours?
  • Individual will work a rotating 5 Day per week schedule
    • Sunday through Thursday
    • Tuesday through Saturday
  • A bachelor’s degree in a technology related field
  • Very good communications skills – managing global bridges/ writing executive notifications
  • Strong technical background with banking technologies –Middleware, Java, Unix, DB2, Splunk, Dynatrace, WebSphere, MQ/JMX, XML, Sybase, Siteminder, JDBC.
  • Customer centric -  preferable from technical support roles and/or professional services
  • Experience working with geographically distributed and culturally diverse work-groups
  • Experience with log analysis and monitoring tools such as SPLUNK, DynaTrace.
  • Excellent communication skills, both verbal and written, with the ability to lead/manage large conference calls. Comfortable providing clear problem descriptions and guidance to business users in a time critical environment. 
  • Extensive experience in knowledge base documentation and version maintenance.
  • Extensive experience in cross-training and knowledge transfer.
  • Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process.
  • Strong problem solving skills – probing to understand flow logistics and engage relevant support
  • General knowledge of IT infrastructure including networks, storage networks, infrastructure, load balancing, server clustering, databases and application architecture
  • Knowledge of the emerging payments technologies and digital wallets
  • Proven analytical skills, especially in analysis of complex IT dependencies
  • Ability to develop strong client relationships and to collaborate with project teams and technology partners 
Additional Requirements
  • Familiarity of internal Chase systems, especially ITSM, HPSM, TAMS, SEAL and CMDB.
  • ITIL certification with emphasis on Service Operations is preferred   
  • Project management experiences – as a player and supervisor
  • Self-motivated, learn quickly and deliver results with minimal supervision
  • Quickly interpret customer problems and navigate through complex organizations
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