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Director, CAIO Critical applications Intrastructure Operations

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



Service Operations (SO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). Through its Infrastructure Operations Centers SO 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 Critical Application Infrastructure Operations (CAIO) Team provide a heightened level of infrastructure support for the Firm's most critical Business Applications. CAIO are primarily responsible for infrastructure incident management, leveraging a heightened escalation model and critical team assembly for service restoration during incidents for the critical applications

within the CIB Business divisions, with strategic objectives to extend the model to other JPMorgan Chase Business lines. Additional oversight on Change, Patching and Hygiene, and DR/SR events is expected, with infrastructure stability being the primary goal of operation.



The CAIO Manager will be directly responsible for the timely resolution of all service impacting incidents with relevance to their specific Business alignment. Furthermore, as part of an extended Team the successful candidate with provide cross business, cross regional coverage where appropriate to ensure consistent service delivery across the supported in-scope application infrastructure. The CAIO Manager will be responsible for the individual delivery of aligned technology resources, and is expected to partner across GTI Service Operations and GTI Service Delivery to deliver a tangible and measurable business value across the holistic service provision for the supported infrastructure scope. Active participation in incident resolution, thorough and extensive root cause investigation and remediation, stability and improvement initiatives and extended business partnership is expected.



University Degree educated (Bachelors or Masters).

7-10 Years minimum working experience in a Technology Operations Environment


Is able to evidence contribution or achievement within strategic initiative delivery, project management or program leadership

  • Recent Line of business experience.
  • Strategic planning
  • Proven experience with Incident, Problem and change based on ITIL standards. 
  • Minimum 10+ years experience in IT covering operations functions.
  • Ability to make informed and timely decisions; understands, communicates and manages the result of decisions made.
  • Excellent listening, writing, speaking, presentation and facilitating skills.
  • Must be flexible, hands on and able to work in a fast paced, high pressure, client-focused and collaborative environment
  • Manage problems and follow up on incidents and write incident reports

Job Specific Skills:
  • Exemplary standards of verbal and written communication.
  • Proven ability to lead resolution of high impact outages / problems
  • Ability to lead root cause analysis meetings
  • Experience with automation products
  • Possess a detailed understanding of systems monitoring tools and capabilities in an operations environment.
  • Working understanding of a complex systems environment including networks, distributed computing (windows/UNIX) environments.
  • Process coordination

Technical Skills:
  • Technical Problem Resolution - Advanced
  • Server operating systems
  • Server hardware platforms
  • Server / network connectivity  - path
  • Storage knowledge
  • Capacity management exposure  
  • Technical Systems and Operation Management - Advanced 
  • Performance Metrics and Reporting - Advanced 
  • Product Engineering - Proficient 
  • Business Applications Knowledge – Advanced
  • Microsoft Office Products- Advanced  (Access, Excel, PowerPoint, and Word)
  • Change Management - Advanced
Professional Skills:
  • Communication Skills - Advanced
  • Customer/Client Needs Management - Advanced 
  • Results Delivery - Advanced 
  • Teamwork - Advanced 
  • Flexibility - Advanced 
  • Interpersonal Skills - Advanced 
  • Innovation - Advanced
  • Decision Making - Advanced Facilitation Skills - Advanced    
  • Firm/Business Knowledge - Advanced
  • LOB Knowledge - Advanced
  • Initiative/Risk Taking - Advanced
  • JPMC Governance Processes - Advanced
  • Leadership - Advanced
  • Problem Management - Advanced
  • Quality Process Leadership - Advanced
  • Business Process Improvement Reengineering - Advanced
  • Project management - Advanced

Req #: 160037744
Location: Jersey City, NJ US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

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