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Major Incident and Resiliency Manager, Global Technology Infrastructure, VP

Req #: 170105733
Location: Singapore, 01, SG
Job Category: Technology
Potential Referral Amount: 8000 Singapore Dollar (SGD)
 
Global Service Operations is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI).  Through its Global Service Desk and Infrastructure Operations Centers, this team provides global, coordinated diagnostic and support services, while the Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.
 
GTI Priority One Incident 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 and 'follows the sun’ using new state of the art Global Incident Command Centers.  As part of the team, Major Incident and Crisis manager position will be responsible for helping drive major incident resolution and whilst also being the SME for regional crisis and resiliency efforts in line with the Global Business Resiliency response during testing and actual events. The successful candidate will be central part of the Major Incident Team and will also work with the Global Crisis and Resiliency director who will be defining the strategy and plan for dealing with technical crisis events using the Common Invocation Program and Enhanced Data Center testing initiatives. 
 
Key Responsibilities:
  • Using the established Incident Management processes, lead and drive Major Incidents.
  • 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
  • Provide updates and communication up to GTI P1M Management, GSO management and other senior management as necessary
  • Build relationships from both a customer and technical point of view, involving global interaction.
  • Respond and support any accident or natural disaster requiring GTI technology or people to respond for workaround and/or recovery in region.
  • Prepare and represent GTI on all sponsored Crisis simulation exercises within region.  These include: pandemics, natural disasters, violent acts, malware.
  • Participate in any Crisis calls, Global Business Resiliency planning or test events in line with the strategic plan from the Global Crisis and Resiliency Director.
  • Maintain oversight of all issues arising out of a Key Operational Global Site (KOGs), ensuring their timely resolution, in line with Global Resiliency standards.
  • Liaise with GTI Business Resiliency leads in region to ensure awareness and expectations to each Crisis situation.
  • Work with technology leads to automate data feeds/status as efficiently as possible (Remote access, Mobile Telepresence, Data Center updates, GSO…)
  • Will need to be available for on-call to cover critical events on weekends. 
 

Qualifications

 

  • 5-10 years of experience in information technology with an emphasis on incident management or IT Operations
  • 2 years focused working in a Technology Business Continuity Planning/Disaster Recovery related role.
  • Proven ability to provide incident management leadership on technical and business bridges
  • In depth knowledge and understanding of Incident Management and business resiliency practices and skills
  • Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks
  • Demonstrated ability to multitask and prioritize in a stressful environment; results-oriented
  • Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills in the heat of the moment
  • Proven analytical, problem solving, coaching, documentation, and leadership skills
  • Working knowledge of tools such as HPSM, Office, XMatters, CMDBs, TAMS or other applications
  • Strong oral and written communication skills, along with the ability to effectively communicate to senior management; strong typing skills
  • Proven ability to influence others, especially outside of your immediate area
  • Demonstrated experience working closely with, and across, multiple teams in a global organization; ability to build relationships both from a customer and technical point of view - this involves global interaction
  • Knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements is a plus
  • Certification or strong knowledge of ITIL concepts is very advantageous 
Our Global Technology Infrastructure Group is filled with innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and cost-effective approach to deliver a wide variety of high-quality products and services. You’ll work in a stable, resilient and secure operating environment where you—and the products you deliver—will thrive.
 
When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.
 
At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.
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