Join our team as a Manager of our Consumer and Community Banking Problem Management team at JPMorgan Chase, where you will lead efforts to transform production stability and drive innovation and reliability across our technology landscape. As a manager within the Problem Management Team, you will be responsible for overseeing the core problem management functions of Engage, Improve, Plan, and Measure, ensuring your team delivers high-quality results that enhance the scalability and reliability of our services.
You will manage and mentor a team of problem managers, guiding them in delivering top-tier root cause and incident response analysis, identifying and completing repair items, and cultivating a blameless learning culture. You will lead problem management conversations with precision and urgency, partnering with Site Reliability and Application Development Engineers to research production incidents and develop post-incident analysis. Throughout the Problem Management lifecycle, you will communicate status and progress to senior leadership, ensuring incidents are thoroughly addressed and preventative measures are implemented to avoid recurrence.
Job responsibilities
- Lead and develop a team of problem managers, providing coaching, guidance, and performance management to ensure high standards and continuous professional growth.
- Oversee root cause analysis (RCA) on major impacting incidents and standard incidents with potential for impact, ensuring your team identifies root causes and tactical/strategic actions.
- Coordinate, convene, and facilitate major problem review meetings across the North America region and other regions as needed, ensuring effective collaboration and follow-through.
- Proactively analyze and define problem areas, developing and driving strategic efforts across all levels of priority/severity, and applying RCA lessons learned across the technology environment.
- Partner with business resources and develop actions to eliminate recurrence on "business-owned" incidents, ensuring alignment with business objectives.
- Collaborate with subject matter experts to refine operating processes and procedures, delivering and restoring service more efficiently.
- Ensure accuracy and timely progression of problem records through the Problem Management process, maintaining information in ServiceNow and other artifacts as necessary.
- Own and run stability and service level improvement programs for applications/services, as well as other initiatives, using an agile approach.
- Drive continuous improvement initiatives and implement best practices in Problem Management, fostering a culture of learning and innovation.
- Communicate effectively with senior leadership, providing regular updates on status, progress, and key metrics related to problem management activities.
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services, with at least 2 years in a leadership or management capacity.
- ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
- Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.
- Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
- Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
- Demonstrated ability to lead, influence, and work with multiple teams across regional boundaries and communication channels.
- Proven ability to lead technical conversations with various application support groups, including technical leaders, IT professionals, developers, and architects.
- Strong organizational skills with the ability to track progress and ensure deliverables are met within prescribed timelines until full problem closure.
- Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
- Understanding of observability and monitoring tools and techniques.
- Excellent communication, technical writing, presentation, and relationship management skills.
- Experience managing high-pressure situations and making decisions quickly to minimize impact on business operations.
- Ability to foster a culture of learning and collaboration, working effectively in a diverse and inclusive environment.
Preferred qualifications, capabilities, and skills
- Working knowledge of dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
- Practical knowledge of engineering principles, design patterns, and failure mode-effects analysis.
- Practical experience with public cloud.
Top Skills
What the Team is Saying
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands.
Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products.
Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com.
©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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