Job Description

Our Commercial Banking division uses technology driven by innovative minds like yours to provide companies, as well as real estate owners and investors with a range of financial solutions designed to help them achieve their business goals. Commercial Banking supports a broad range of corporations, institutions, governments and real estate investors with best-in-class financing and treasury solutions. With annual client revenues ranging from $20 million to over $2 billion, the service and the solutions we provide is critical to both our and our clients\' success.

The Commercial Banking (CB) Production Assurance Center (PAC) is responsible for monitoring and managing major incidents impacting Commercial Banking with Global Incident Command Centers based in US and Singapore.

You will be part of a team that actively monitors and manages the technology incidents impacting Commercial Banking. The successful candidate would have experience of monitoring, triaging, and managing major incidents in the past with excellent written/verbal communication skills.

Incident Monitoring :

• Monitoring, assessing impacts and communicating incidents that impact Commercial Banking regardless of the owning team.
• This will involve collaborating with other lines of business teams, specifically with business teams supporting Treasury Services for client impacting issues and GTI for infrastructure issues.
• Monitoring various channels such as chat, emails, and incident dashboards.
• Incident Triaging with the ability to multi-task and prioritize while handling multiple incidents.
• Strong interest to learn the treasury services business, business flows and other products offered by Commercial Banking.
• Ability to research continuously in an unfamiliar situation to get answers which would help Commercial Banking to identify, triage, communicate and record the true impacts for the business.

Incident Command & Control :

• Triaging major incident tickets which are owned by CB Technology and coordinating the resolution by engaging key resources from CB Technology to resolve them within SLAs. Ability to respond and send accurate initial communication within SLA.
• This will involve running and managing incident bridge calls, facilitating incident chats with close to real time information, escalation to senior management, and driving tasks to mitigate an incident.
• The bridge call management involves complex scenarios with a large audience and requires the major incident manager to provide a level set at regular intervals to senior management and ensuring decisions on production impacting scenarios are made by the appropriate senior manager owning the application.
• Efficient listening, identifying who\'s who on the bridge, typing and multitasking skills are essential to be successful in this role

Communications:

• Writing timely and accurate executive style technical communications.
• Providing detailed notes of highly visible production issues on a timely basis to senior management.
• Sending executive communications to audience globally with accurate details of the incident and impacts to the business.

Incident follow-up :

• Maintain ticket quality by documenting all incident information and filling up in all the required fields in the incident management tool and handover to Problem Management.
• During incident and upon closure, follow-up with technology and business stakeholders until the final impacts for CB are identified and recorded in the incident tool accurately.
• Identify process/procedural/tool/knowledge gaps and proactively initiate ideas to address them and take ownership of related actions.

Reports:

• Review ongoing incidents and send Start of Day reports.
• Generate several other time sensitive weekly/monthly reports.

This role requires a wide variety of strengths and capabilities, including:

• Bachelor\'s degree.
• Minimum 5 years professional experience in incident management, incident monitoring in IT operations.
• Role requires weekend support as part of shift based coverage.
• Passionate about incident monitoring and committed to results in a highly critical environment. Proven analytical skills, especially in analysis of complex IT dependencies.
• Multi-tasking is essential - listening, writing, reviewing, and sending executive communications.
• Good working knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements.
• Excellent communication skills, able to communicate with C Level Suite Executives and Business management.
• Strong team player, ability to foster relationships from both a business and technical point of view.
• Ability to work through ambiguity and perform under pressure.
• Experience using Service Management tools (ServiceNow is a plus).

Preferred skills:

• ITIL V3 Intermediate Service Operations or higher certification.
• Previous experience of handling technology major incidents for Wholesale / Corporate Banking / Treasury Services.
• Previous experience in service management tools such as ServiceNow and monitoring tools such as Splunk.
• Technical/business knowledge on loan syndication and commercial real estate products.
• Previous experience of handling major incident management in a shift model and turning over incidents to peers from different region.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world\'s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants\' and employees\' religious practices and beliefs, as well as any mental health or physical disability needs.