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Problem Manager - Quality Analyst

Req #: 170037169
Location: Houston, TX, US
Job Category: Technology
Potential Referral Amount: 3000 US Dollar (USD)
Problem Manager – Quality Analyst
About J.P. Morgan Chase & Co.
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, 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 worlds most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands.  Information about J.P. Morgan is available at
The Corporate Technology (CT) organization develops applications and provides technology support for corporate functions across JPMorgan Chase, including Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and all functions within the Corporate Administrative Office (CAO).
CT teams are aligned with corporate partners' evolving technology needs and the firm's ever expanding technology controls agenda.
A top CT priority is building scalable corporate systems with particular focus on: 
  • Responding to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments
  • Advancing the firm's Roadmap programs -- Single Sourcing of data, Architecture Convergence, and Rationalization of Platforms
  • Adopting industry leading technologies to support best-in-class business capabilities for high performance computing and data storage solutions
  • Driving innovation across the firm's corporate technology portfolio, increasing efficiencies through process automation, and Agile application development, with an emphasis on user experience and shorter development cycles
  • Investing in security & controls for cyber, access/entitlements uplift, data protection and application resiliency 
Role Description
The Problem Management process is a common approach to define a problem in order to determine its root cause and implement a solution, eliminating future customer impacts and the risk of recurrence.  This position plays a critical role within the overall JPMC Problem Management function.
The CT PAC Problem Managers manage all Root Cause Analysis (RCA) requests for incidents that are owned by either the Corporate Technology or Technology Controls lines-of-business, engaging external vendor and internal JPMorgan support teams as required.
The Problem Manager role is designed to lead and drive problem resolution via the Root Cause Analysis (RCA) process.  They actively partner with technology owners and subject matter experts (SME's) to drive to permanent problem resolution ultimately driving down recurrence. 
The goal is to prevent problem recurrence after the first iteration and apply the solution across like technologies and situational constructs. This must lead to quicker problem detection and shorter time to repair (TTR). 
This position also analyzes incident, problem, and change data, working logically to identify the causes of recurring incidents noise in the environment, and ensure that plans and actions are in place to eliminate and resolve these issues.
The following are considered as mandatory per the firm wide Problem Management process: 
  • All incidents that close at P1/S1 severity
  • All incidents that close at P1/S2 and which reached P1/S1 severity for 4hrs or longer
  • All failed changes with impact 
Additionally the CT PAC will respond to requests for RCA for incidents that close at P1/S3 severity although there is no requirement to approve all of these requests, they are reviewed on a case-by-case basis and if the incident is of a particularly sensitive nature or there are repeat incidents that warrant investigation, the CT PAC will partner with the requestor to complete the RCA process.
Day to day responsibilities include:
  • Monitoring the CT PAC Problem shared mail box for all engagements & general communications
  • Creating RCA entries within the HPSM tool
  • Setting up RCA review calls with impacted parties, stakeholders & partner support teams
  • Running the RCA call, documenting attendance, capturing action-items and agreeing action-item owners and target dates
  • Develop well-defined actions designed to ensure the problem does not reoccur; or will resolve process or documentation issues that could contribute to longer TTR
  • The timely distribution of the minutes to the target audience
  • Populating the RCA records to reflect the documented action-items, owners and target dates
  • Working with the CT PAC Change Management team in the event that a failed change with impact is the trigger for the RCA request
  • Continuously tracks progress to ensure deliverables within prescribed timelines until full problem closure
  • Participate in regular quality assurance reviews with the CT PAC Director, sampling a number of RCAs completed in the previous month testing for robust and effective action-items that will permanently fix the identified root cause
  • Participate in the global process calls, actively contributing to the development and enhancement of the tools, policies & processes in use across the firm
  • Support the CT PAC Director in terms of providing commentary for the monthly CT/TC Problem Management reporting metrics
In addition to the Problem Management responsibilities outlined above, the successful applicant will also be responsible for developing and running a quality assurance program designed to cover all aspects of the CT Production Assurance Centre (PAC) functions.
This program is currently in its infancy and will require significant effort in order to develop a set of ideas into a comprehensive quality framework which can be applied across the incident, problem & change management functions within the CT PAC.
Previous experience in running or participating in quality forums and programs will be a distinct advantage, but being able to demonstrate a passion for quality and thought leadership that will shape the program from the outset and being able to influence a broad end-user base is more important at this stage.

Qualifications & Experience
To be considered for this role your background should include 5 plus years of experience in Service Delivery, Problem Management or Incident Management, combined with an excellent understanding of the Global Technology Infrastructure support model.
Other required skills include:
  • Strong cross technology background in areas such as network, distributed, end user, storage  and mainframe
  • Knowledge of corporate toolsets such as Service Manager  (incident/problem) and ITSM (change) are essential
  • Intermediate Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and filtering
  • Proficient in PowerPoint
  • Proficient in pattern recognition
  • Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment
  • Ability to influence and lead technical conversations with various infrastructure support groups
  • Excellent presentation skills and ability to lead meetings
  • Sensitivity and urgency in dealing with line of business outages
  • Ability to interface and work with multiple teams across regional boundaries and communication channels
  • Demonstrated ability to be a collaborative team player
  • Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented
  • Strong overall knowledge of technology business and best practices
  • Bachelor's Degree or equivalent experience
  • ITIL certification desirable 
J.P. Morgan is a place for talented people from all backgrounds and perspectives because our clients come from all backgrounds and perspectives. We encourage a culture of inclusion, where everyone's opinion counts and all employees have the freedom to deliver their absolute best. This is why we work hard and invest in attracting and developing a diverse workforce. Learn more about our Business Resource Groups in how they help our employees build successful careers and reach their greatest potential.
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