Req # : 180108170
Our Global Technology Infrastructure group is a team rewarded with innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and a business focused approach to develop a wide variety of high-
quality products and solutions. You’ll work in a stable, resilient and secure operating environment where you and the products you deliver will thrive.
The Global Technology Infrastructure (GTI) Problem Management process is a common approach to define a problem in order to determine its root cause and implement a solution, eliminating future customer impacts and the risk of recurrence.
This position plays a critical role within the overall JPMC Problem Management function.
The GTI Problem Management team is seeking a Problem Governance Analyst to support the Problem Management Leads. The position is responsible for ensuring all tasks associated to the Root Cause process are properly managed and acted on within service level agreements (SLA’s).
This includes enforcing due dates are met for Action Item or Known Error tasks. Significant interaction with the Line of Business problem representatives, Incident Managers and Change Management teams are required as these three groups are key stakeholders in the Root Cause (RC) results and risk mitigation.
Creating and generating reports as well as preparing material for presentations are also key attributes for the successful candidate.
Day to day responsibilities include :
Direct interaction with Problem Managers to ensure end-to-end Root Cause Analysis (RCA) coverage and support is provided.
Interact with Action Item owners for overdue Action Items, overdue Known Errors / Known Error Action Items, and / or other inquiries
Perform Known Error validation to ensure every newly-created Known Error record is assessed for quality and tracked for audit purposes
Interface with Incident Management to manage impact assessments
Facilitate incident transfer process to allow for quicker Root Cause initiation
Prepare agenda and schedule post-implementation reviews with Product Owners to ensure RCAs and Known Errors are thorough and complete to their satisfaction.
Communicate with Incident and Change management to ensure related incidents are updated.
Prepare pre-defined Problem presentation material for standing review meetings
Ensure any general RCA-related inquiries received are responded to in a timely manner.
Coordinate, schedule, and chair weekly Product Owner meetings to review RCAs prior to closure
Ensure that any major risk findings are documented with the owners
Track formal Service Improvement initiatives led by GTI and collect / prepare necessary materials around these for Operational Service Review (OSR) calls
Attend Line of Business (LOB) RCA kickoff calls where GTI resources were requested to attend; help ensure required GTI resources attend and participate as needed
Help to continuously analyze tools, processes, and reporting to ensure they meet the needs of Sustained Engineering and our client LOB's.
Partner with LOBs to achieve their Service Improvement Initiatives, by looking for opportunities within GTI.
This role requires a wide variety of strengths and capabilities, including :
Must operate with a sense of ownership and urgency
General understanding of technology concepts in areas such as network, distributed compute, end user and mainframe.
Knowledge of enterprise toolsets such as HP Service Manager, ServiceNow, Remedy and Change systems are essential.
Intermediate Excel Knowledge, ability to dissect large data files,
Proficient in PowerPoint.
Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
Ability to influence and lead technical conversations with various infrastructure support groups.
Sensitivity and urgency in dealing with major initiatives
Ability to interface and work with multiple teams across regional boundaries and communication channels.
Demonstrated ability to be a collaborative team player.
Possess excellent writing / analytical skills as well as the ability to be detailed and process oriented.
Strong overall knowledge of technology business and best practices
Strong oral and written communication skills
Bachelor's Degree or equivalent experience
Certification or strong knowledge of ITIL concepts is very advantageous
Certification in ITIL / SRE is desirable
When you work at JPMorgan Chase & Co., 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 & Co. 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 all around the world, we want to meet you.