Problem Manager : Infrastructure Support

Problem Manager : Infrastructure Support

19 jul
|
J.P. Morgan
|
Buenos Aires C.F.

19 jul

J.P. Morgan

Buenos Aires C.F.

Job Description As an experienced Infrastructure Support professional, your relentless dedication to innovation will have a positive ripple effect on both innovation and the people who make it. You'll put your experience to work across the board, leading an incredibly talented team in areas like Change Management, Incident and Problem Management. You'll be responsible for management communication and client relationship management. You'll use your critical thinking skills to establish the team's functional goals and set priorities and objectives that align with our overall strategy. You'll oversee areas like 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. You'll coach, manage and mentor people, both in:house and in working collaboration with our talented and dedicated problem:solving technologists across the JPMorgan Chase and Co. global network. The Problem Manager focuses, across tower and across discipline, on GTI:owned issues to initiate, lead and drive problem resolution via the Root Cause Analysis (RCA) process. They actively partner with technology owners and subject matter experts (SMEs) to drive to permanent problem resolution ultimately driving down recurrence. The goal is to prevent problem recurrence after the first iteration and apply the solution across like technologies and situational constructs. This must lead to quicker problem detection and shorter time to repair (TTR). This position manages the root cause review process with impacted lines of business, ensuring that quality and in:depth root cause reviews and improvement actions are developed as soon as reasonably possible (within the SLA) for high impact outages or for recurring issues. This role requires a wide variety of strengths and capabilities, including: BS/BA degree or equivalent experience Expertise in service, functional area or Infrastructure supported and interdependencies Technological, Organizational and/or Operational Change Management Advanced knowledge of risk and controls landscape, ensuring company:wide standards are met Ability to set and drive the business strategic direction to deliver technology that meets internal and external needs Knowledge of financial control and budget management 3 plus years of experience in Service Delivery, Problem Management or Incident Management, combined with an excellent understanding of the Global Technology Infrastructure support mode Strong cross technology background in areas such as network, distributed, end user and mainframe. Knowledge of corporate toolsets such as ServiceNow, Service Manager (incident/problem) are essential. Intermediate Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and Filtering. Proficient in PowerPoint. Proficient in pattern recognition. Passion for identifying problems that cause incidents. Ability to influence and lead technical conversations with various infrastructure support groups. Sensitivity and urgency in dealing with high:impact outages. Ability to interface and work with multiple teams across regional boundaries and communication channels. Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented. Strong overall knowledge of technology business and best practices. ITIL certification desirable but not required. Our Global Technology Infrastructure group is a team of innovators who love technology as much as you do. Together, you'll use a disciplined, innovative and a business focused approach to develop a wide variety of high:quality products and solutions. You'll work in a stable, resilient and secure operating environment where you-and the products you deliver-will thrive. When you work at JPMorgan Chase and Co., you're not just working at a global financial institution. You're an integral p

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