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Data Center Operations Site Manager - North East

Req #: 170080691
Location: Jersey City, NJ, US
Job Category: Technology
Potential Referral Amount: 0 US Dollar (USD)

About J.P. Morgan Chase & Co.
J.P. Morgan Chase & Co. is a leading global financial services firm that specializes in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing and asset management. 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. The firm spends roughly $9 billion a year on technology and employs over 40,000 technologists. Our dedicated teams design, build and deploy technology solutions that, amongst many other things, process $6 trillion in payments per day and serve 19 million mobile customers.

About Global Technology Infrastructure
Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.


The Data Center Site Manager will oversee a team of Data Center Site Leads and Data Center Site Engineers, providing day-to-day management, support and access to Data Center facilities.


The objective of the Data center team is to balance business led technological change and the need to ensure that systems maintain high availability and low risk of information loss. The Data Center Site Manager maintains uniform processes with peers across the globe and ensures standards are followed with strict coherence. 


This is achieved through managing compliance with Global Risk and Controls, policies and Standard Operating Procedures covering:  Physical Access Control, Data Center Operations, Asset Management, Logistics, Media Operations, Change Management, Break-fix and Incident Management. The site manager will lead a team of data center staff which includes placement leads, request leads, tech leads and shift engineers.  Provide technical and process leadership in support of JPMorgan Chase’s entire technology foot print residing in the data center which includes: mainframe, midrange, storage, network, server, carriers, cable plants, and environmental footprints. The candidate will typically work during day-time business hours; however, will be on call 24 x 7 as escalation for critical production issues or outages.  Priority1 bridge management is required during critical P1 incidents. This includes but not limited to: participating in post mortem documentation and reporting activities relating to outages and missed Service Level Agreements.


The candidate will play a key role in vendor management and engagement, making certain to document instances of missed vendor Service Level Agreements to promote partnership and maintain world class performance.  The candidate will ensure operational processes are clearly defined, documented, communicated, standardized and are compliant with audit requirements.  They will be responsible for collaborating with and engaging external organizations that the Data Center Operations team supports, and fostering teamwork with partner organizations and/or customers.  The candidate will be called upon for long-term planning and vision in the operations environment with respect to future responsibilities and efficiencies and they will work with peers from other global teams to drive continuous improvement across the business.


The candidate is responsible for creating, analyzing and reporting against business critical metrics. They are responsible for managing resources (Staff and Capital) using the direction outlined by upper management, as well as the output of the Data Center Operations monthly metrics. The candidate must demonstrate the ability to communicate a clear direction for organizational success using information obtained from upper management and the analysis of the monthly metrics. They will be responsible for developing and communicating a monthly, quarterly and annual business plan that outline the goals and objectives for the Data Center Operations team to upper management.


The Data Center Operations site manager will work closely with the Data Center Engineering Support team to define overall strategy for the data center.  They will partner in the definition of the support model, drive infrastructure enhancements, automation, improve tools and monitoring capabilities.  The site manager will also drive other stability related improvements, including change effectiveness, through innovative tool/process improvements.


Job Duties:

Represents Data Center Operations in activities with various support or partner organizations. Attends all daily turnover meetings in order to stay abreast of business impacting issues for the past 24 hours. Analyzes business critical Data Center Operations Priority1 issues for the past 24 hours in an attempt to find learning opportunities for the organization.  Provide clear communications regarding evolving business critical initiatives defined by upper management. Provide consultation to Data Center Operations front line managers in regards to technical, financial, and personnel matters. Is ready and available each day to participate in the Daily Briefing calls, following up on operational opportunities that may be identified from previous day issues.

  • Participate in regular meetings with real estate team managers to collaborate on initiatives and/or issues that need to be addressed
  • Facilitate weekly team meetings to ensure the members of the Data Center Operations team stays abreast of newly evolving directives within the organization
  • Develop, analyze, and report on monthly metrics statistics for the Data Center Operations team
  • Available 24x7 as a technical or managerial escalation for issues impacting the Facility
  • Can act as a proxy for peers
  • Actively mentor and coach front-line operations management team
  • Provide ad hoc reports requested by upper management
  • Participate in performance evaluation and reviews associated with the Data Center Operations environment
  • Develop and communicate strategic direction for the Data Center Operations team
  • Organize and facilitate regular brainstorming sessions to maintain a list of ideas for driving the Data Center Operations towards the organizations objectives
  • Report to upper management the Data Center Operations successes in meeting goals and objectives
  • Focus on developing a world class organization, with highly skilled and empowered employees
  • Provide upper management with weekly reports outlining the Data Center Operations teams weekly successes, risks, Initiatives, and business needs
  • Upwardly communicate the needs of the Data Center Operations front line engineers and management team 

Disaster Recovery/Business Continuity:

Develop and maintain Business Continuity plan for the local site.

Make certain that all current and new personnel are trained on JPMorgan Chase Disaster Recovery and Business Continuity concepts and that they are in possession of all the necessary documentation for expedient, safe, and appropriate response to disasters or outages affecting JPMorgan Chase infrastructure.


Risk / Documentation:

Ensure that operational production processes are clearly documented, communicated, adhered to, and audit compliant. Responsible for making sure that controls are in place to maintain documentation and tracking of activities. Maintain Data Center Operations documentation within the JPMorgan Chase document repositories.



Evaluates operational expense impacts to budgets based on yearly business needs (including new hires, personnel development, career development, new projects and initiatives, and additional problem monitoring responsibilities). Reviews budgets monthly to compare actuals to plan and adjust accordingly.


Capital Improvements:

Collaboration with global real estate and security teams to identify and design layout in new space or upgrade of existing space.  Supervise buildouts and report progress to senior management and coordinate changes with local teams.


This position is anticipated to require the use of one or more High Security Access (HSA) systems.  Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter.  The enhanced screening will need to be successfully completed prior to commencing employment or assignment.



  • Self-starter with positive attitude, possesses strong sense of urgency, and is a clear-thinker able to perform under pressure
  • Ability to recruit, retain, motivate and develop a strong technical team
  • Work with Data Center Engineering and facilities teams to identify and implement efficiency improvements
  • Proven knowledge in facilities infrastructure including batteries, power distribution, generators, UPS systems
  • Leadership experience managing complex technology infrastructure in a fast paced, mission critical setting
  • Experience in supply chain and logistics processes
  • Employee development thru mentoring and leadership 
  • Strong analytical, organization, and decision-making skills
  • Understanding of project management processes and best practices
  • Experience implementing ITIL control processes
  • Possess a willingness to empower and inspire commitment and a positive attitude in your team
  • Possess excellent interpersonal, relationship building and influencing skills
  • Possess excellent written, verbal and presentation skills

Additional Skills

  • 10+ years Information Technology management experience
  • Proven track record in Data Center management within large scale environment
  • In-depth knowledge of Data Center technologies and associated environmental tooling and monitoring


Differentiating Factors:




General Characteristics:

Demonstrates excellent listening, writing, speaking, presentation and facilitating skills; sharing appropriate information; meeting management; and organizational networking skills. 


Specific Characteristics:

Capable of articulating technical and non-technical discussion in both written and oral format to customers, peers and/or management in a one-on-one or team context.  Also capable of documenting any scale project independently.  Characterized by effectively communicating direction for all Data Center Operations activities. Represent technology team for local data center during audits and reviews.


Decision Making


General Characteristics:

Makes informed and timely decisions; understands, communicates and manages the result of decisions made.


Specific Characteristics:  Capable of routinely making effective and timely decisions in alignment with departmental direction based on sound business knowledge and the ability to investigate and weigh information gathered from other projects and/or similar organizations.  Operates independently by engaging all affected parties to facilitate communication and consensus across organizational boundaries. Understands when to appropriately escalate issues.  Characterized by frequent contribution in team and organizational decisions that involve a comparison between cost containment: timeliness of service and strategic advantage.


Interpersonal Skills


General Characteristics:

Develop partnerships to accomplish goals through conflicts with excellent negotiation skills.

Specific Characteristics: Capable of defining and driving tactical and strategic goals of the team and larger organization. Projects a positive and professional attitude toward peers, management, and customers at all times, keeping in mind the responsibility of representing the Firm.  Recognized as a leader and positive/motivational force for the team.  Negotiates skillfully in difficult situations with both internal and external groups and is adept in developing compromise solutions as appropriate. Must have strong strategic thinking, relationship building, influencing and executing skills with a proven ability to rapidly adapt to change in the environment.


Strategic/Change Leadership


General Characteristics:

Promotes an environment of innovation and change.  Aligns changes with the organization's strategic direction; objectives and customer expectations.  Recognizes the scope of problems and understands the impact of changes on others.  Identifies short and long term organizational needs; articulates the vision and strategic plan; creates a clear focus on internal and external customer needs; inspires & motivates; coaches and mentors; delegates responsibility; promotes cooperation; encourages and rewards sensible conservative risk-taking.


Specific Characteristics:  Capable of defining short, intermediate, and long-term goals, by prioritizing and focusing on key tasks and processes within areas of responsibility, and helping to align goals to strategic direction.  Must have a strong environmental and technology background to be able to understand change requests and disseminate information to groups potentially impacted.  Fully supports programs and implements change within sphere of influence.  Characterized by courage to recommend process improvements and changes while mitigating the impact of change to the firm.  Is often consulted by peers and respected as a formal leader in the group on tactical and strategic problem solutions.


Program/Project Mgmt.


General Characteristics: Understands customer needs and ensures and measures customer satisfaction.  Ensures quality and quantity standards are met by developing and monitoring metrics around project completion and meeting Service Level Agreements.  Focuses on outcomes and achieves results.  Ensures that programs and projects are designed to support and implement company goals and strategic objectives.


Specific Characteristics:  Capable of performing all technical program tasks with minimal or no supervision and can provide status updates.  May lead small to large size projects with little or no oversight.  Must have strong project leadership and coordination skills.  Characterized by ensuring compliance to standards and quality results.


Technical Ability


Specific Characteristics:

  • Drive local resources to ensure all installs relocations and decoms, following DCO standards and are highest level of quality
  • Develop and manage a diverse team of engineers with varying skills and defusing complex interpersonal issues
  • Oversee hiring, staffing, training, discipline, and performance appraisals
  • Perform routine daily quality checks to ensure projects and staff adheres to standards
  • Building and maintaining rapport with Global Technology and Line of Business partners to support client enquiries
  • Work as Line of Business liaison for all issues as they pertain to all equipment rooms and facilities issues
  • Communication and alignment of operational activities to standards, technical vision, and roadmap by adhering to the Data Center strategy
  • Develop, maintain and implement enterprise policies and procedures with peers across globe
  • Report site and team metrics on a regular basis to Senior Management
  • Represent technology operations during audits, internal and external

Fiscal Program Management (mgrs.)


Understands the JPMorgan Chase budgeting process and is capable of making financial decisions for personnel, training, or travel for the team based on current or future strategic initiatives. Works well with other Senior managers in this context to determine cross impacts to best leverage budget dollars.


Performance Management (mgrs.)


Performance management includes monthly one-on-one career and performance discussions, as well as, quarterly performance reviews. Places emphasis on meeting or exceeding Service Level Agreements and customer satisfaction, as well as developing creative initiative and proactive solutions to improve the environment. Problem performance is recognized and quickly addressed with Human Resources assistance, to prevent negative impacts on the rest of the team and the firm.


Talent Management (mgrs.)


Acquires and retains exceptional talent. Hires the best suited for positions, while recognizing the importance of diversity in the workplace. Works with Human Resources for internal and external job postings to make certain the best talent has exposure and opportunity to apply for positions. Also works with bank approved contracting firms for hiring part-time or contract employees to meet an increase in personnel demand. Develops talent internally with proper career counseling to direct individuals towards project leadership, team lead or other elevated leadership opportunities.

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