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Infrastructure Support - Major incident Manager

Req #: 170106556
Location: Bournemouth, ENG, UK
Job Category: Technology
Potential Referral Amount: 3500 Pound Sterling (GBP)
As one of the main technology HUBS For EMEA the scope of work in Bournemouth is truly remarkable, we are at the forefront of innovation within the financial services industry and are pioneering the use of cutting edge technologies.
Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure LOB (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while its Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts. 
The Priority One Management (P1M) team is a Global team covering 24x7 over 365 days utilizing a Follow-The-Sun model. Its primary purpose is to effectively manage all P1 Major Incidents that have significant impact to JPMC's lines of business as part of a larger service management team.
As part of the Major Incident team within P1M, you will follow a flexible working pattern (including weekends) to manage the larger and more critical P1 incidents utilizing industry standard and internal toolsets. The P1M Major Incident manager will work with their counterparts in the P1M team in managing existing technical and business teams to drive resolution of these highly critical incidents whilst looking to achieve this within the defined SLAs.
Other responsibilities include:
  • Coordinate the resolution of critical P1 incidents utilizing technical and business resources in 24x7x365 enterprise organization.
  • Be a focal and escalation point for P1 issues requiring more detailed and in depth investigations.
  • Instigate and chair large technical bridges and hold senior management  conference calls to advise LOBs of a major incident occurring in the environment.
  • Partner with the P1M peers to assist in coordination and identification of Provide “Air Traffic Control” across the various technical estates to
  • Send executive style communications to a global audience giving details of the incident and impacts to the business.
  • Provide a command and control presence on technical bridges driving work streams and engaging resolvers.
  • 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.
  • Attend and represent GTI on situation reviews where possible.
  • Establish and maintain relationships within the firm being able to fully support any critical incident as required during high-profile events.
  • Participate in major command centers and critical site tests coverage.
  • Review the Incident management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team in an effort to reduce P1 incidents.
  • Professional experience in incident management, practices and skills or in IT operations in a financial institution.
  • Strong working knowledge of a global financial institution in terms of technology/infrastructure and their dependencies and requirements.
  • Must be able to work unconventional shifts which will include weekends.
  • Strong working knowledge of a global financial institution in terms of technology/infrastructure and their dependencies and requirements.
  • Must be able to work unconventional shifts which will include weekends.
  • Strong working knowledge of tools such as HP Service Manager, REACT, CMDB, Remedy and collaboration tools such as Sharepoint.
  • Broad technology understanding across Mainframe, Midrange, Distributed Systems, Storage and Networks.
  • Committed to results in a highly stressful environment.
  • Must possess decisive leadership, and the ability to exercise sound judgment and decision making skills in the heat of the moment.
  • Strong oral and written communication skills
  • Strong analytical and problem solving skills
  • Build relationships both from a customer and technical point of view including with the problem and change management teams.
  • Foundation Certification or strong knowledge of ITIL concepts is advantageous.
  • Strong typing and multitasking skills are highly desired.
We offer highly competitive benefits including pension, bonus scheme, private medical for you and your family, as well as the freedom to innovate, continuous technology training, global collaboration and career mobility.
About J.P. Morgan’s Corporate & Investment Bank
J.P. Morgan’s Corporate & Investment Bank is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.  Further information about J.P. Morgan is available at
JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer.
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