Job Description The Problem Management process is a common approach to define a problem in order to determine its root cause and implement a solution, eliminating future customer impacts and the risk of recurrence. This position plays a critical role within the overall Consumer & Community Banking (CCB) Production Management Problem Management function.
The Problem Manager proactively focuses, across tower and across discipline, on CCB-owned issues to identify incident and problem trends; communicate with technology owners and product teams; and facilitate plans of attack to ensure that CCB reaches its committed goal of reducing problems in the environment before they cause impact; eliminating defects and noise that consume considerable staff resources; and shorten time to repair. This position analyzes incident, problem, and change data as well as recurring alerts and then works to programmatically identify the causes of recurring incidents, alerts, and noise in the environment, and ensure that plans and actions are in place to eliminate and resolve these issues at all Priority/Severity Levels. This position also 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 for high impact outages or for recurring issues.
Responsibilities

• Implements and maintains JPMorgan Chase Problem Management practices, standards, measurements and procedures
• Analysis of CCB-owned issues to identify problem trends and chronic issues.
• Manages continual service improvement though Post Mortems, Risk Assessment, Service Operational Procedure Reviews, and Business leadership reviews.
• Working with CCB technology towers and lines of business globally to ensure the Problem Management process is executed comprehensively along with improvements to reporting, trending and analysis of problems.
• Partners with infrastructure and product teams to review and implement procedures to ensure consistent process is followed for incident, change, demand, and configuration management
• Builds and improves operational processes through problem definition, goal setting, information flows, and through understanding severity levels and priorities
• Resolves problem management and technology service dissatisfaction issues and escalates exceptions to senior management
• Communicates problem management procedures, working practices, and change to internal teams and customers
• Ensures approval of the results of root cause analysis (RCA). This includes the documented root cause and the documented work around. Developing, assigning, and tracking actions to appropriate parties as part of the root cause review.
• Attends high severity incident calls and assists in documenting information for future root cause analysis, discussion, documentation and potential corrective actions
• Consults for incident solution identification as well as for definition and assessment of service levels
• Examines work queues for problems in jeopardy of missing service agreements and objectives
• Keeps informed about new SLA/SLOs as well as new SLA/SLO framework.
• Act as a primary communication interface to all Lines of Business supported by CCB for problem management escalations.
• Management of the formal CCB root cause review process for all levels of Priority 1 issues as well as meaningful requests from other lines of business for Non-Priority 1 issues.
• Ensuring appropriate actions are created to prevent problem from recurring.
• Ensuring appropriate actions are created to resolve process or documentation issues that could contribute to longer TTR.
• Communication with Incident and Change management to ensure related incidents are updated accordingly.
• Working with lines of business to develop valid actions to reduce impact and/or TTR for CCB-owned issues.
• Analysis of firm-wide incidents and problems and composing information shared with the Regulators.
• Supports determination of problem priority and service levels as well as regular SLA/SLO performance data gathering
• Supports the determination of remedial action as well as implementation of corrective actions
• Coordinates and facilitates problem resolution and root cause by engaging a variety of support teams
• Escalates issues for resolution to avoid reoccurrence or closes problem
• Assists with the identification of the resources to which the problem should be escalated
• Facilitates communication with clients, team members, suppliers, etc. To ensure the actions and changes which may affect them are known. Documents commitments and action items

Qualifications

• Bachelor's degree or equivalent work
• 7+ years of experience within a technology environment is required
• Bachelor's degree or equivalent experience related to Information Technology
• 5+ years' experience in IT Operations or Site Reliability Engineering or Software Engineering
• 5+ years' experience in IT process management
• Knowledge of the ITIL Framework is required; a V3 certification is preferred
• Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages including but not limited to:
  • Incident management experience
  • Problem management experience
  • Change management
  • Configuration management
  • Knowledge management
  • Availability management
  • Continuous improvements
  • Service reporting and KPIs
• Extensive customer service and client interaction skills
• Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues
• Ability to work independently and very self-motivated.
• Must display a history of achieving goals in a high performance environment
• Excellent communication skills necessary to work effectively with a variety of individuals and organizations
• Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint
• Demonstrated experience in analysis and presentation of data with a high degree of attention to detail and accuracy of processes
• Comfortable in a fast dynamic environment with the ability to work in a disciplined manner and to remain composed under pressure
• Excellent documentation skills with the ability to create clear and concise content
• Strong analytical and problem solving skills
• Effective use of analysis techniques to drill into the details and ask relevant questions to create clarity
• Ability to analyze a problem and solution to see gaps and identify downstream impact of a change or new solution
• Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updated
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
• Proficiency in relationship building skills, including the capacity to predict and manage behavior, build and leverage cross functional partnerships within and outside of the organization and leverage influential leadership
• Ability to influence others at all levels of an organization with proven leadership skills
• Ability to communicate effectively to team members on regular basis
• Ability to work cross functional areas to drive continuous improvement
• Ability to work in challenging and ambiguous environment
• Excellent problem solving skills

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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.