JPMorgan Chase Global Incident Process Manager in Houston, Texas

Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure. Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while its 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 Incident Management process is a common approach to managing incidents in order to resolve, restore and repair incidents and minimizing customer impact. The Global Incident Management Process Lead position plays a critical governing role within the overall JPMC Incident Management function. This position requires direct contact with all JPMC Lines of Business (LOBs) as it relates to execution and governance of the firms Incident Management process and practices. This role will consistently be engaged in communications and presentations for executive management.

Day to day responsibilities include:

  • Overall implementation, performance and continuous improvement of the Incident Management Process, interfacing with a team of LOB Process Owners and performance analysts.

  • Review and implementation of the process improvement methodologies, tools, and techniques, continually assesses the process for improvement and efficiency and alignment with ITIL best practices.

  • Ensure process compliance with regulatory and audit requirements, privacy regulations, provides written responses to government regulators.

  • Lead process risks assessments for the identification and mitigation of process related risks and associated action plans.

  • Develop requirements for Process and Tools Improvements and perform User Acceptance Testing.

  • Ensure all process documentation and training material is up to date and available for all Incident Management Resolvers, Production Assurance Members and other defined roles.

  • Responsible for gathering and assessing LOB requirements for tool and process enhancements.

  • Act as primary communications interface to all Lines of Business for Incident Management process and supporting toolset.

  • Lead formal stakeholder process meetings to review enhancement new concepts, enhancements and proposed solutions.

  • Continuously analyze process, related tools and reporting to ensure they meet the needs of JPMC.

  • Ensure Incident Management Process tool integration requirements with Problem Management, Change Management, Knowledge Management and Configuration Management are defined and in place.

Proven leader with experience and appreciation of production environment in large financial service, or equivalent environment

  • Minimum of 8 years of experience in a corporate environment managing and maturing Incident Management process in the role of Incident Management, Service Management or Production Support

  • Experience with performing risks assessments for the identification and mitigation of process risks, developing and executing remediation action plans

  • Experience with preparing written responses for government regulators preferred

  • Ability to work independently and collaboratively with a sense of urgency and attention to detail in a fast paced and changing environment

  • Strong, dynamic communication and presentation skills, ability to provide guidance to multiple teams across organizational and regional boundaries both in person and via telepresence

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.