JPMorgan Chase Digital Mission Control – Production Management Lead in Columbus, Ohio
As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us. Your expertise in various technology domains will be counted on to set strategic direction and solve complex and mission critical problems, internally and externally. Your quest to embrace leading-edge technologies and methodologies inspires your team to follow suit. And best of all, you’ll be able to harness massive amounts of brainpower through our global network of technologists from around the world.
Our Consumer & Community Banking Group depends on innovators like you to serve nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits. You’ll support the customer experience of award winning tools and services that deliver cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
When you work at JPMorgan Chase & Company, you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 14 technology hubs worldwide, our team of 40,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.
At JPMorgan Chase & Company we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies around the world, we want to meet you.
The Consumer & Community Banking (CCB) Production Management, Digital Mission Control (DMC) manages digital channel availability on a 24x7 basis. The US day is supported by the teams in Columbus/Houston and the US overnight is supported by Singapore/India teams. The DMC is entrusted with production support responsibilities of Digital (online and mobile channels) applications. Its aim is to resolve 90% of all digital incidents without escalations and therefore has SMEs present onsite on all shifts 24x7.
Utilize technical expertise and application knowledge to prevent, mitigate, and resolve production incidents.
Ability to analyze critical production outages and provide path forward for resolution.
Key decision taker in terms of failovers, isolating DC and preserving customer experiences.
Drive monitoring operations visibility through tools such as CA APM (Wily), Splunk and Dynatrace.
Leverage Tools expertise to perform targeted triage during major production outages.
Drive Technical Bridges with information from monitoring tools and other sources.
Act as the liaison between Monitoring team and Incident Managers for major production issues (P1s).
Build strong relationships within a large organization - effecting change and trust.
Ability to drive initiatives through reporting, metrics and operational feedback.
Understanding goals beyond that of technology and integrate with business processes.
Team leadership and human capital/talent management responsibilities.
Flexible and adaptable in response to changing demands.
Responsible for driving continuous service improvements through established processes.
Drive gap analysis and Service Improvement for digital incidents.
What Are My Hours?
- To insure 12hr/7 day coverage in the US, a modified shift schedule is currently in place including 8hr/5day shifts and one on-call week per month.
A bachelor’s degree in a technology related field
Strong communications skills – managing global bridges/ writing executive notifications
Demonstrated expertise with Java/J2EE technologies
Strong technical background – SME in at least two of the technologies: Middleware, Unix, DB2, Splunk, Dynatrace, WebSphere, Web Servers
'Customer Obsessed' mindset - preferably from technical support role
Experience working with geographically distributed and culturally diverse work-groups
Experience in working in technology operations
Strong problem solving skills – probing to understand flow logistics and engage relevant support
General knowledge of IT infrastructure including networks, storage networks, infrastructure, load balancing, server clustering, databases and application architecture
Proven analytical skills, especially in analysis of complex IT dependencies
Ability to develop strong client relationships and to collaborate with project teams and technology partners
Multi- tasking is essential – listening, writing, reviewing and sending executive communications
Familiarity of internal Chase systems, especially HPSM, ITSM, TAMS, SEAL and CMDB.
ITIL certification with emphasis on Service Operations is preferred
Project management experiences – as a player and supervisor
Self-motivated, learn quickly and deliver results with minimal supervision
Quickly interpret customer problems and navigate through complex organizations
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.