Responsibilities include (but are not limited to) the following:

Minimum of 1 years experience with help desk ticketing (such as Peregrine) and change control systems

Desired Skills and Experience

  • Interacts with peer groups, management and director level executives and other senior level executives as needed in delivering the objectives for the production operations unit assigned.
  • Maintains effective relationships with core and extended program team members, peers, senior stakeholders and business managers.
  • Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation’s overall standards and operations objectives.
  • Resolves high level conflicts or program issues by making decisions or negotiating with affected senior management.
  • Ensures monitoring alerts and systems events are assessed, prioritized, and managed.
  • Manages client impacting incidents including business impact assessment, technical resolution, engagement, and communications.
  • Ensures team complies with JPMC standards, regulations, and corporate requirements.
  • Drives the implementation and adherence to incident, problem, and change management processes.
  • Performs 1st and 2nd level support for application and platform incidents as needed.
  • Ensures potential client impacting incidents are identified and remediated prior to client impact or remediated as soon as possible after issues arise.
  • Builds and maintains strong relationships with JPMC technology teams and business partners to identify process improvement opportunities.
  • Collaborates with JPMC technology teams and business partners to understand application functions and related downstream processing components.
  • Drives continuous improvement of services and processes in order to increase platform stability and realize operational efficiencies.
  • Participates in post incident reviews for client impacting incidents.
  • Identifies post incident review action items and process improvement opportunities.
  • Works with Change Management/ Release Managers on the evaluation of change events.
  • Manages technical bridges and/or business bridges, as required, as well as uses knowledge of support organizations to minimize MTTR (Mean Time to Recover).
  • Supports or leads as needed Resiliency events (Disaster Recovery, Sustained Resiliency, etc.)
  • Ensures Business Continuity objectives are met.
  • Aligns service offerings with business strategies, goals, and objectives.
  • Assists in translating business requirements into proposed IT services & solutions.
  • Develops and distributes performance metrics for core services and reporting for the unit.
  • Designs & implements customer satisfaction surveys and measurements.
  • Develops and maintains process and procedure documentation (knowledge management).
  • Collaborates with technology and business partners to continuously identify proactive monitoring and health check opportunities.
  • Assures Operations Run Book and other knowledge management documents are up to date.
  • Contributes to the evaluation, implementation, and ongoing maintenance of monitoring tools used.
  • Provides technical and procedural training, coaching and guidance to support analysts.
  • Assists manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior management.
  • Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation’s overall standards and operations objectives.
  • Serves as a backup to the manager’s when the manager is un-available, including any necessary interaction with senior managers.
  • Drives development and adherence with Service Level Agreements (SLAs) for the unit.
  • Coordinates completion of “Fire Drills” or other team practices that drive increased team capabilities and results.
  • Oversees compliance with administrative practices and objectives.
  • Creates working environments that supports cultural variability and utilization of global resources.
  • Provides hands-on technical skill to resolve issues and improve processes.