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P1M Site Manager

Job Description

Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure LOB (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while its 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 Priority One Management (P1M) team is a Global team covering 24x7 over 365 days utilizing a Follow-The-Sun model. Its primary purpose is to effectively manage all P1 Major Incidents that have significant impact to JPMC's lines of business as part of a larger service management team. 
 
As part of the team, you will follow a Monday to Friday pattern leading and managing a team of Incident Managers across two locations, who are in turn managing P1 incidents utilizing industry standard and internal toolsets. The P1M Site Manager will work with existing technical and business teams, providing support, oversight and management of the Incident Managers day to day routines and schedules. Where appropriate, assist in driving resolution of the incidents whilst looking to achieve this within the defined SLAs. 
 
Other responsibilities include:
 
  • Have P1M staff report in to this position for PMC, time sheet management and approvals, alongside other administrative functions.
  • Resource allocation and assignment oversight – Ensure prioritization of work based on demand
  • Staffing availability – shift coverage and record absences via standard tools
  • Manager Escalations – provide first point of escalation within the P1M team
  • Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents.
  • Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes.
  • Mentorship / Coaching / Training – as a leader in the P1M space, there should be continuous mentoring and non-specific coaching and training undertaken and delivered in the appropriate time frames.
  • Admin updates, and ensuring administrative tasks such as RAT Tracker and Staff schedules are managed
  • Monday to Friday shift with escalation rotation with RM’s
  • Technical Communications – ensure the process is being followed for both timeliness and quality.
  • SMS Review and oversight – ensure that communications via SMS are being handled and delivered effectively by members of the team
  • Ticket review and oversight – constantly reviewing ticket details and ensuring standards are kept along with process driven correctly.
  • Scorecard input, both in process and execution.
  • Start of Day reports – ensure they are delivered with accuracy and timeliness
  • WLC Training and support – ensure continuous training updates are developed and implemented for the Work Load Coordinator role throughout the year
  • Turnover management and oversight – ensure all of the disciplines related to Turn Over are effective
  • MIR timeliness and quality – ensure that the MIR process continues to be adhered to by the team
  • 3 - 5+ year’s of leadership experience of small to medium teams in a production operations role
  • 10+ year’s professional experience in incident management, practices and skills or in IT operations in a financial institution.
  • Strong working knowledge of a global financial institution in terms of technology/infrastructure and their dependencies and requirements.
  • Must be able to work part of on-call rotations which will include weekends.
  • Able to manage escalations outside normal business hours on occasion.
  • Strong working knowledge of tools such as HP Service Manager, REACT, CMDB, Remedy and collaboration tools such as Sharepoint.
  • Broad technology understanding across Mainframe, Midrange, Distributed Systems, Storage and Networks.
  • Committed to results in a highly stressful environment.
  • Must possess decisive leadership, and the ability to exercise sound judgment and decision making skills in the heat of the moment.
  • Strong oral and written communication skills
  • Strong analytical and problem solving skills
  • Build relationships both from a customer and technical point of view including with the problem and change management teams.
  • Foundation Certification or strong knowledge of ITIL concepts is advantageous.
All internal moves will normally take place on the same grade and same salary. Salaries are reviewed annually in February. Exceptions to the rule regarding transfer on current salary may include a move between geographic locations.
Req #: 160022309
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

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