The Change Command Center Manager has responsibility for the planning, coordination, and the execution of change command centers for the key organizational changes and events that occur during the course of a year. These command centers are hosted for major planned technology implementations, enterprise releases, and merger activities in accordance with the GTI Change Command Center process.
Prior to hosting a command center, the Command Center Manager must be able to independently work with sponsoring organizations, change owners, and project managers to understand the scope and critical tasks that are required to be successful. The Command Center Manager must passionately take a proactive position to protect the Command Center scope and implementation window from impacts from other technology activities within the organization. This is achieved by reviewing technology change reports, attending Change Management meetings, and working with business and technology change owners to understand their planned and potential impacts.
During the Execution of the Command Center, the Command Center manager works with the command center staff, which could include Duty Managers, Shift Coordinators, line of business partners, and members from the Incident Management team. The focus of the Command Center team is to stay abreast of current situations, ensure issues are escalated, and be able to report on current event status to the management team. This is achieved by monitoring critical tasks, implementation schedules, and ensuring escalation paths are exercised to keep the event on schedule and without impacts to our clients. Constant communication with event and change owners is crucial and a full view of the change landscape during the execution of these key events is required in order to maintain command and control of events and their impact on production and other change events.
The Command Center Manager supports the weekend major change events; the working hour is from Friday 8am Singapore Time through Tuesday 5pm. It will be Thursday 8pm ET through Tuesday 5am ET. Day off is on Wednesday and Thursday Singapore time. The working hours are important to cover the North America team during weekend. The manager will also work on behalf of GTI to support business critical activities in Asia Pacific region; and provide implementation progress updates regularly. GTI are working 24 by 7; change requests are submitted on weekend. The Command Center Manager has responsibility to review change records and move them to Pending Approval.
The Command Center Manager will be responsible for planning and administrative functions leading up to and during the Command Center execution phase.
Pre-Command Center Responsibilities:
- Attend Sponsor project meetings to ensure command center requirements are in place
- Secure Sponsor's bridge phone numbers
- Determine requirements for health check meetings
- Ensure the Sponsor has a Change Restriction in place
- Confirm the dates of any dress rehearsals and live events
- Coordinate command center location requirements based on project requirements
- Ensure reporting is in place to capture changes in scope for the command center and to provide approval governance over all changes that could potentially impact the event
- Ensure metrics of changes leading up to and in support of the command center are tracked and track all changes occurring during the Command Center execution phase
- Create continuous service improvement loop to ensure root cause of any issues during the change and that lessons learned are documented and available
- Determine staffing requirements to support the command center
- Solicit Duty Managers and GTI Tower Aligned Focals for each shift
- Determine Event Coordinators' requirements for each shift
- Coordinate with the P1M teams for command center support requirements
- Responsible for continuous involvement in MEPC, ATC/CAB, and CIO Change reviews in order to have complete overall view of major change activity in the organization
- Review Major Projects and understand the impact of key organizational deliverables on the Change landscape
- Focus on Planning, Execution, Validation, and continuous service improvement for each event
- Perform as the Duty Manager or as an Alternate Duty Manager
- Ensure Event coordinators are on shift and are documenting event related Incidents
- Ensure all bridges are monitored and issues are responded to
- Ensure the Duty Manager log is clear and accurate
- Host Checkpoint calls
- Ensure validation is completed as expected
- Ensure Status updates are clear, concise and accurate
- 8+ years of experience working in the information technology field, with an emphasis on infrastructure and operation project and change management
- 5+ years of experience functioning as a project leader, preferably of change management related projects
- 2+ years experience working in the area of service delivery or service management
- Strong knowledge of the Incident Management processes
- Experience leading bridges in a command and control fashion
- Strong knowledge of the Change Management processes and tools
- Strong knowledge of Project Planning and Management tools, such as WRM
- Cross-infrastructure knowledge of current technology platforms including Mainframe, Networks, Distributed technology Services, and core environments
- Strong MS Excel skills, including filters and basic pivot tables and strong PowerPoint capabilities
- Excellent written and verbal communication skills and the ability to influence others; including providing direction to senior technology implementers
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.