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APAC Head of Global Service Operations Services, Executive Director, Global Technology Infrastructure

Job Description

APAC Head of Global Service Operations Services

 

Global Services Operations (GSO) is responsible managing the Operations of the firm's Technology Infrastructure. The group provides infrastructure support across all technology platforms for the lines of business that operate within JP Morgan.

 

GTI Service Operations (GSO) provides a service based operation supporting all JPMC businesses. Our aim is to be recognized as the most respected and efficient front-line force of the firm's IT services, through:

  • Satisfaction of our client needs and effectiveness of services; owning and resolving the majority of operational issues; reducing hand-offs and simplifying the client interface

  • Delivery of effective and efficient service through centralized and standardized management, coordination, communication, and improvement of our underpinning processes

  • Unlocking cross organizational synergies and driving increased organization performance through strategy and transformation management and improvements to tools and improvements to tools and processes

     

    Responsibilities:

     

  • Based out of Singapore, act as the senior technical manager of GSO in region for all GSO services provided globally.

  • Establish as the domain expert for GSO within the region through:

    • Full and detailed knowledge of at least 3 technologies supported by GSO

    • A good understanding of the services, technologies supported and provide by GSO.

    • Established trust relationship with all stakeholders and clients

       

  • As part of the GSO Management team in region, be the technical expert providing strong guidance to the teams reporting to you and ensuring all Incidents are resourced are being driven to rapid mitigation.

  • Partnering with the GSO peers in Hong Kong and India to ensure timely and accurate delivery of all requested materials for the various business and CIO forums.

  • Facilitate the local technology groups to ensure that communication lines are maintained with all stakeholders, and those regular meeting structures, agreed reporting and governance are all in place and are being maintained.

  • Partner with the GSO peers based in Hong Kong, India and Global Peers to provide effective coverage of the services to all regional clients. To include but not limited too:

    • Escalation, managing all priority Incidents to resolution maintaining communication to the business, driving the technical teams and providing strong technical leadership on said Incidents.

    • Actively running both Change and Problem governance forums, providing key technical leadership.

    • Actively engage with teams to drive root cause, prevention and proactive activities to reduce repeat incidents and prevent future ones

    • Organizing the teams reporting to you on defining and delivering key initiatives for the Service.

    • Visible and leadership across the GSO teams in region, with a strong bias towards the technical aspects of the service.

       

  • Senior representative for GSO in all regional risk and regulatory forums. Accountable for all Risk and Regulatory commitments that are to be delivered by the Global Service Operations teams for the region. 

  • Establish strong linkage with regional and global peers and teams to ensure the region is represented with a full understanding and comprehension of the Global teams to deliver effective Operations support to the region.

  • Overall responsibility, oversight, direction and leadership for business continuity and disaster recovery activities for GSO in region.

  • Management of the GSO population in the location, working with regional peers developing training, development and mobility plans in the region.

  • Lead and deliver at local staff forums, present global, regional and location updates

  • Contribute to the support network within JPMC by conducting coaching and mentoring to all levels locally and remotely.

Requirements
  • Minimum of 15 years experience in a Technology Operations management role, running core IT Infrastructure operations preferably in a financial industry
  • At least 10 experience years running Technology Operations for a large scale Global company, with a large scale Global and diverse Technology deployment.
  • Proven extensive and detailed knowledge of distributed computing technologies including but not limited too: server hardware platforms, operating systems, server virtualization technologies, storage, networks, system management tools, databases.
  • Demonstrate a deep understanding of at least 3 technologies (Network, Storage, Distributed Computing, Databases, Messaging, Virtualization) and a good working knowledge of the remainder.
  • Proven experience of managing major incidents for a large firm across the technology stack, able to articulate approaches and experiences on how resolution times were improved and how to effectively lead and drive teams under high pressure situations.
  • Experience in working in an influential role, specific experience in senior roles with no direct reporting relationships with subordinate staff.
  • Demonstrate strong Leadership, inclusiveness, partnership with peers, strong customer focus and service orientated.
  • Strong written and oral communication skills and the ability to interact with senior management as well as develop and mature client relationships
  • Excellent presentation skills, preparation, and being able to deliver clearly an concisely to a diverse and senior management audience.
  • Demonstrated ability to work effectively under pressure with excellent judgment and proven decision making skills
  • Demonstrated ability to lead, motivate, and manage a diverse team, as well as influence peers and clients.
  • Ability to travel when required
  • Qualified Degree
Req #: 160041395
Location: Singapore, 01 SG
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: Singapore Dollar (SGD)

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