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Global Problem Manager Lead, Global Service Operations

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.




Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure. 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.

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 JPMC Problem Management function.

The Problem Lead 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 (SME's) 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. Additionally, this position is responsible for governing the process, which includes managing deliverables of Action Item and Known Error records.

This position also 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.  End result is the measurable reduction of P2-P4 top talkers and better identification and reduction of recurring and chronic issues and non-actionable events, as well as reduction of P1 issues and major incidents. 

Day to day responsibilities include:

  • Leads the formal GTI root cause review process with impacted lines of business, ensuring that quality and in-depth root cause reviews occur as soon as  reasonably possible for all P1S1 issues; all failed changes that cause impacting incidents, and all meaningful requests from other lines of business to review P1/S2, P1/S3, and non-P1 issues.
  • Develops well-defined actions to responsible parties.    These actions will ensure the problem does not reoccur; or will resolve process or documentation issues that could contribute to longer TTR.
  • Actively participates and drives root cause analysis sessions with SME’s.  Prepares minutes and other documentation to fully understand the issue and remedial activity underway.  Continuously tracks progress to ensure deliverables within prescribed timelines until full problem closure.
  • Run post-implementation reviews to ensure changes intended to resolve problems, known errors, and associated incidents are completed and known error updates occur.  Communicate with Incident and Change management to ensure related incidents are updated.
  • Responsible for working with lines of business to develop valid actions to reduce impact and/or TTR for GTI-owned issues (i.e. application resiliency; move to DR solutions, etc.).
  • Responsible for working with GTI technology towers and lines of business globally to ensure the Problem Management process is executed comprehensively.  This includes focus on development of known errors; interaction with CMDB platforms; classification of incidents and problems to improve reporting that will lead to better trending and analysis of problems.
  • Help to continuously analyze tools, processes, and reporting to ensure they meet the needs of Global Services Operations, the GTI towers, and our client LOB's.
  • Analyzes GTI-owned issues to identify problem trends and chronic issues; communicate with technology owners; and facilitate plans of attack to ensure that GTI reaches its committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies.
  • Analyze timelines for gaps and improvement opportunities related to detection, monitoring, meeting service levels, addressing recurring events, and identifying potential impact to other environments.
  • Partner’s with LOBs to achieve their Service Improvement Initiatives, by looking for opportunities within GTI.  Works closely with GTI Towers and Service Owner


To be considered for this role your background should include 5 plus years of experience in Service Delivery, Problem Management or Incident Management, combined with an excellent understanding of the Global Technology Infrastructure support model.


Other required skills include:

  • Strong cross technology background in areas such as network, distributed, end user, storage  and mainframe.
  • Knowledge of corporate toolsets such as Service Manager  (incident/problem) and ITSM (change) 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 and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
  • Ability to influence and lead technical conversations with various infrastructure support groups.
  • Excellent presentation skills and ability to lead meetings.
  • Sensitivity and urgency in dealing with line of business outages.
  • Ability to interface and work with multiple teams across regional boundaries and communication channels.
  • Demonstrated ability to be a collaborative team player.
  • 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
  • Bachelor's Degree or equivalent experience
  • ITIL certification desirable;




Req #: 160006089
Location: Jersey City, NJ US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

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