Job Description

Description

• Established management strength in the areas of Incident, change, and Problem management, including leading calls, reporting and analysis, creation and maintenance of Service Level Agreements, management communication and client relationship management with assigned application areas, and/or coordination of multiple staff involved in internal/external customer file transmission implementations
• Manage team driving continuous improvement in areas such as processes, runbooks, automation, monitoring, post mortems, and follow ups.
• Ensure employees are engaged and able to lead calls with their vendors or clients in the repair of Network services.
• Responsible for coaching and mentoring less experienced team members as well as overall team management responsibilities
• Responsible for development of organizational functional goals, priorities and service objectives aligning with the overall GTI strategy
• Accountable for one or more of the following: incident management, change management, impact identification, management communication, Risk and Controls, client relationship management, service improvement, discovery/gathering/documenting of business needs and data and requirements
• Perform talent evaluation, performance appraisals

Primary Responsibilities

• Manages Team Talent evaluation and Performance Management
• Analyze, track, and manage incident management for day to day operations.
• Reviews and Certifies documentation.
• Manage and prioritize escalations within or outside of service tower
• Advocates for customer base when faced with Infrastructure or Business Critical issues
• For Individual Contributors, focuses on projects or programs that require technical and/or soft skills to drive delivery
• Direct and indirect accountability for people management.
• Lead Service calls related to Incident, change, or problem management.
• Drive results around continue improvement of our Network support systems, monitoring, automation, processes, documentation, runbooks, and training.
• Have direct reports with engineers at all levels, growing their skills to support multiple technologies.
• Ability to work Monday-Friday, but be oncall on weekends in a rotation with 6 peers.

Required Skills

• Bachelor's Degree
• Minimum 7 years of experience as a subject matter expert or manager for a Network engineering team or Network operations center.
• Strong professional written, presentation, and verbal communications
• Domain Expert of some Infrastructure supported and interdependencies.
• Data centers - Cisco (ACI) or VXLAN with Arista or Cisco
• Server load balancing with F5 and or HA Proxy
• Firewalls management with Fortinet and or Checkpoint
• CI/CD pipelines, preferred to have experience in Servicenow, Ansible, Python
• Network management - i.e. SevOne, Splunk, Cisco Prime and or DNA, SNMP
• Strong understanding of infrastructure components and how they are tracked and managed in various systems
• Technological, Organizational and/or Operational change management
• In depth knowledge of the Risk and Controls landscape they manage
• Negotiation
• Partnership and Influence
• Budget/Financial Management including Business Case completion
• Superior communication skills to lead major incidents with clients, engineers, and vendors.
• Provide ability to drive results.
• Ability to tell stories using presentation skills and power point
• Business Knowledge
  • Expert knowledge of the business(es) supported
  • Understands firm systems used to track and manage infrastructure
  • Ensures risk and control compliance to departmental and companywide standards
  • Ensures adherence financial control and budget management
  • Promotes a client centric environment for teams and contributors

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.