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Multimedia Operations Manager (L1 & L2)

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, 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. Information about JPMorgan Chase & Co. is available at
Multimedia Operations Manager
Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.
Responsible for:
  • Managing Global Multimedia Operations ( L1 &  L2)
  • In depth technology understanding of network data / voice/ unified communication product line
  • Point of contact for senior leadership for high profile incidents and changes in multimedia environment
  • Manage complex technical discussion, incidents and lead operational discussions within engineering group on behalf of GMS operations
  • Manage Incident, change and problem management function within L1/L2 support group and provide necessary direction to support staff
  • Responsible for defining  priority 1 incident and change windows for low medium and high risk changes
  • Work closely with Level 3, service managers and regional teams to operationally manage environment
  • Responsible for skill set review and development of two diverse teams
  • Participate in service review and technical review calls with vendor and EUS partners and put operational perspective firmly
  • Provide direction to create support model documentation , network diagrams for support teams
  • Prepare monthly score card representing detailed analysis of teams work and ensure SLA are met
Qualified candidates
Bachelor’s degree or equivalent experience
  • 10+ years in remote infrastructure management and should be people and technology manager from last 3 years in similar capacity
  • ITIL framework experience and application of best practices in a professional environment (certification a plus)
  • In depth technology understanding of network data / voice/ unified communication product line
  • Experience with the creation, review and management of technical and process documentation
  • Experience with Incident/Problem Management systems and processes
  • Experience translating between technical and non-technical lexicon (i.e. acting as an intermediary between technical resources and users/management and/or other potentially non-technical stakeholders
  • Technical knowledge of Multimedia products/services is a plus:
    • Video Conferencing
      • Cisco EX, MX, C Series and CTS end points
      • Cisco VCS Systems
      • Cisco Conductor
      • Cisco TelePresence Servers (8710 Bridges)
      • Cisco TMS
      • Cisco Unified Call Manager
      • Cisco Prime Collaboration
      • Understanding of commonly used video communication standards/protocols: SIP, TIP, H.323
      • Acano
      • Bluejeans & other cloud services
    • Integrated AV Components
      • Creston Digital Media Platform
      • Creston Pro Series Controllers and Surfaces
      • Polycom Sound Structure
      • Flat Panel and Projection display devices
      • Smart board collaboration products
      • Digital Audio/Video Standards and associated connection/wire types
    • Digital Signage Solutions
      • Scala Applications and Hardware (or similar)
    • Video Streaming and VOD Solutions
      • Qumu Products (or similar)
      • Web Streaming delivery protocols
      • Audio and Video encoding technology
      • Cisco Telepresence Content Server (or similar)
    • TV/Cable Digital Distribution Solutions
      • Vbrick or similar
  • Strong understanding of commonly used video communication standards/protocols
    • SIP
    • TIP
    • H.323
  • Basic understanding of common voice technologies and associated hardware/applications
  • General knowledge of computer networking standards and associated hardware/applications
  • General knowledge of enterprise computing and server infrastructure
    • Virtual Machines
    • SQL database
    • Server based application
  • Working knowledge of standard corporate applications
    • Microsoft product suite
    • SharePoint
  • Excellent customer service skills
  • Excellent written and verbal communication skills
  • Req #: 160018222
    Location: Jersey City, NJ US
    Job Category: Technology
    Employment Type: Full Time
    Potential Referral Amount: 5000 US Dollar (USD)

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