Problem Management - RCA Coordinator
Job Description CIB - Wholesale Payments (Core Payments) - Problem Management Vice President
J.P. Morgan's Corporate & Investment Bank is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business. The Corporate & Investment Bank (CIB) provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
J.P. Morgan Wholesale Payments (formerly Treasury Services) provides cash management, liquidity, commercial card, foreign exchange, and escrow solutions to clients across the world. Teams are constantly innovating, using the latest technology and data analytics to deliver specialized solutions to help clients grow and streamline their businesses. The organization combines four lines of business: Merchant Services, Treasury Services, Commercial Card and Trade Finance to help clients manage working capital and increase operational efficiency.
About the Team
The Wholesale Payments (Core Payments) Problem Management team works with firmwide partners to review incidents and develop remediation activities to lower or potentially eliminate risk for recurrence. The team ensures high quality analysis is conducted, that there is overall governance of results, and that achievable stability solutions are developed. The team also ensures Management is aware of existing risks to assist in decision making, and drives lessons learned across the plant.
Primary Responsibilities:
- Perform root cause analysis (RCA) on major impacting incidents, as well as standard incidents with potential for impact, ensuring root cause and tactical/strategic actions are identified
- Coordinate, convene and facilitate major problem review meetings across Asia Pacific region, and other regions where needed
- Proactive analysis - Define problem areas (aka chronics) and develop strategic efforts across all levels of priority/severity. Apply RCA lessons learned across the technology environment
- Partner with business resources and develop actions to eliminate recurrence on "business owned" incidents
- Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
- Ensure the problem records are accurate and progress through the Problem Management process in a timely and prioritized fashion
- Manage and maintain information in the ServiceNow tool
Required Qualifications/Skills:
- Minimum of 5 years in a technology based role
- Previous Problem Management experience or ITIL Certified
- Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
- Ability to build strong relationships with firmwide colleagues through blameless dialog, and focus people in the right direction
- Perseverance and ability to work in a fast-paced, constantly-evolving team environment
- Ability to navigate complexity and create collaborative, cross-functional solutions
- Strong communication, presentation, and relationship management skills
- Strong analytical skills and technical aptitude. Organized and detail-oriented
- Able to translate complex issues in an understandable, organized way
- Experience using Service Management tools; ServiceNow preferred
- Proficient in MS Office suite
- Team oriented with a positive team player attitude
About Us JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Corporate & Investment Bank relies on innovators like you to build and maintain the technology that helps us safely service the world's important corporations, governments and institutions. You'll develop solutions that help the bank provide strategic advice, raise capital, manage risk, and extend liquidity in markets spanning over 100 countries around the world.