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Senior Technology Service Operations Lead, Executive Director

Req #: 170101022
Location: Singapore, 01, SG
Job Category: Technology
Potential Referral Amount: 8000 Singapore Dollar (SGD)

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 business, 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 JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/.

 

Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while it’s 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 Senior Technology Service Operations Lead is responsible for the day to day operations across the different functions of GSO including issues management, technology utilization & application, production awareness including ensuring all individuals, management, prioritization and escalation of any incident regardless of LOB ownership.

      Based out of Singapore, act as the senior technical manager of GSO in the region for all GSO services provided globally.

      Establish as the domain expert for GSO within the region through:

      Full and detailed knowledge of at least 3 technologies supported by GSO

      A good understanding of the services, technologies supported and provide by GSO.

       Established trusted relationship with all stakeholders and clients

       Awareness of all incidents managed within GICC (Global Incidents Command Center) including LOB’s impacted, communication plan, etc...

 

Responsibilities

As the Senior GSO Lead in the region, you will work directly with all line of businesses, subject matter experts, application owners, production management, service owners, senior technology management, along with risk and control on:

·         Partnership with regional peers based in the APAC region as well as Global peers to provide effective coverage of the services to all regional clients.

  • Visible leadership across the GSO teams in region, with a strong bias towards the technical aspects of the service

·         Senior representation for GSO in all regional risk and regulatory forums. Participate for all Risk and Regulatory commitments that are to be delivered by the Global Service Operations teams for the region. 

·         Establish strong linkage with regional and global peers and teams to ensure the region is represented with a full understanding and comprehension of the global teams to deliver effective Operations support to the region.

·         Overall responsibility, oversight, direction and leadership for business continuity and disaster recovery activities for GSO in region.

  • Active Major Incidents & Event Management
    • Evaluate, prioritize and track all incidents impacting JPMC
    • Partner with the LOB Incident & Event Management teams, technology SME, etc.… to ensure all resources available to JPMC have been engaged
    • Facilitate post mortem events to improve internal workings of the command center
    • Partner with LOB to deliver lesson learned & improvement initiatives
    • Coordinate turn over with other Global Incident Command Centers
  • Process Improvement Management
    • Support alignment to the rules of the road
    • Champion process and control improvements across the regional deliveries and
    • Facilitate individual and group meetings and the Senior Technology Managers in Stakeholder management and communication
    • Facilitate and participate in documentation management and knowledge base coordination across GSO functions
  • Minimum of 15 years’ experience in a Technology Operations management role, running core IT Infrastructure operations preferably in a financial industry
  • At least 10 experience years running Technology Operations for a large scale Global company, with a large scale global and diverse technology deployment.
  • Proven extensive and detailed knowledge of distributed computing technologies including but not limited to: server hardware platforms, operating systems, server virtualization technologies, storage, networks, system management tools, databases.
  • Demonstrate a deep understanding of at least 3 technologies (Network, Storage, Distributed Computing, Databases, Web, Messaging, and Virtualization) and a good working knowledge of the remainder.
  • Proven experience of managing major incidents for a large firm across the technology stack, able to articulate approaches and experiences on how resolution times were improved and how to effectively lead and drive teams under high pressure situations.
  • Prior experience managing incidents through all phases.  Including experience with:
    • Geographically distributed teams
    • Cross functional teams
    • Senior stakeholder engagement
    • Version and revision control practices
    • Incident management resolver function
    • Managing and coordinating of large scale incidents impacting multiple business at a global scale
    • Managing complex production environments across multiple teams with strong focus on production stability & quality deliverables.
  • Experience in working in an influential role, specific experience in senior roles with no direct reporting relationships with subordinate staff.
  • Demonstrate strong leadership, inclusiveness, partnership with peers, strong customer focus and service orientated.
  • Strong written and oral communication skills and the ability to interact with senior management as well as develop and mature client relationships
  • Excellent presentation skills, preparation, and being able to deliver clearly and concisely to a diverse and senior management audience.
  • Demonstrated ability to work effectively under pressure with excellent judgment and proven decision making skills
  • Demonstrated ability to lead, motivate, and manage a diverse team, as well as influence peers and clients.
  • Knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements is a plus
  • Ability to travel when required
  • Qualified Degree

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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