GTI – P1M Major Incident Manager (L2) – Associate — Bournemouth recruitment

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

GTI Production Assurance (PAC) P1M team currently helps manage all the major incidents that have significant impact to JPMC's lines of business as part of a larger service management team.
The position covers infrastructure across the globe and "follows the sun."
As part of the team, you will manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLA's).
Other responsibilities include:
Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees;
send out the relevant reports after conference bridges and at the end of each incidentSend email communications to a wide global audience giving details of the incidents you are running with; send Executive Communications as requiredProvide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident CallsAuthoritatively and confidently guide P1 incidents to resolution; may be called upon to make decisions on behalf of GTI in the heat of the moment that may have production impacting implicationsProvide updates on GTI-owned management bridges on current infrastructure issues and actions being taken.Attend and represent GTI on situation reviewsPerform Demand Management and Preparation activitiesParticipate in major command centers and critical site tests coverageReview the problem management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team

Qualifications
Extensive professional experience in incident management or IT operations in a financial institutionStrong working knowledge of tools such as Peregrine, Alarmpoint, CMDB, TAMS or other applicationsStrong working knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirementsBroad technology understanding across Mainframe, Midrange, Distributed Systems, and NetworksCommitted to results in a highly stressful environmentMust possess decisive leadership, and the ability to exercise excellent judgement and decision making skills in the heat of the momentVery strong oral and written communication skillsVery strong analytical and problem solving skillsBuild relationships both from a customer and technical point of view - this involves global interaction.Good knowledge and use of incident/problem management tool set e.g. Service Centre.Must have in depth knowledge and understanding of Incident Management practices and skillsCertification or strong knowledge of ITIL concepts is very advantageousMust be able to work unconventional shiftsStrong typing and multitasking skills are a strongly desired..P.
Morgan serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. J.P.
Morgan is part of
JPMorgan Chase Co. (NYSE: JPM), a leading global financial services firm with assets of $2.2 trillion.
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. A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of clients and consumers under its J.P.
Morgan and Chase, and WaMu brands.
JPMorgan offers an exceptional benefits program and a highly competitive compensation package.JPMorgan is an Equal Opportunity Employer.