Digital Infrastructure Support Services Lead-140053122
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Job Description
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.
Within Chase, Consumer Banking provides great products and an outstanding customer experience at over 5,600 branches and 18,700 ATMs in 23 states, as well as online and over the phone.
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.
The Digital group is a Chase organization that supports public Internet sites for many J.P. Morgan Chase lines of business. Digital is comprised of over 600 professionals located in Delaware, California, Washington, New York, Ohio, Florida and Illinois and has several offshore components. The group consists of senior business strategists, developers, infrastructure and architecture specialists, usability professionals, interactive designers, editors, project support and operations staff. Digital works closely with all lines of business including: Auto Lending, Business Banking, Card Services, Commercial Banking, Education Finance, Home Lending, Investing, Private Bank, Private Client Services, Retail and Treasury. J.P. Morgan Chase''s online sites are currently among the top ranked in the industry. Digital''s goal is to provide consistent, integrated internet applications that are intuitive, dependable and easy to use for all customers.
As a Digital Service Operations Process Manager you will be responsible for gathering, analyzing, creating and sharing knowledge on Digital Service Operations processes & procedures. You will participate on discretionary & infrastructure projects in preparation for Service Operations production support. The information will be shared with the Service Operations team members to use during Event, Incident, Problem, and Change Management.
The primary goal is to improve efficiency by facilitating tool enhancements and reducing the need to rediscover knowledge. You will also be responsible for reviewing & auditing Service Operations processes for their effectiveness and adherence to both Corporate and internal standards. This position will provide proactive & innovative Continual Service Improvements (CSIs) where applicable. The specialist will have sound knowledge of the overall principles, 7-step improvement process, methods, and techniques in coordination/integration with the ITIL v3 core phases of Service Transition and Service Operations.
* Participate on multiple infrastructure & discretionary projects with Infrastructure, LOB business, and Project resources to communicate & gather Service Operations knowledge requirements to support Production environments. Evaluation of impact to the Service Operations Center for multiple simultaneous and complex projects.**** Responsible for creating knowledge objects (Incident models, process documentation, etc) and revising procedures when there are associated technical, operational or business changes. (45%).
* Facilitation of Service Operations tool enhancements to improve incident time to repair, decrease customer impacts and increase proactive monitoring & forecasting. (20%)
* Responsible for Service Operations process improvement recommendations for IT projects and Operations, harvesting lessons learned and best practices, and creating prioritized process improvements to enable the improvement of the overall process maturity. Responsible for the centralized, prioritized process improvement list and the process improvement scorecard (20%)
* Work with the Monitoring, Technical Operations, Development & Service Operations teams to establish pro-active and/or re-active monitoring creation and ever greening of monitors scripts and profiles. (15%)
JPMorgan Chase is an equal opportunity and affirmative action employer M/F/Disability/Veteran
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Qualifications
* Minimum 5 years of relevant Information Technology experience
* Minimum 3 years Incident Management or Service Operations experience
* Demonstrated Project management experience
* Strong experience with ITIL Continual Service Improvement key concepts (Deming, Seven Steps of Improvement, CSI Model, etc)
* Excellent communication skills, both verbal and written, with the ability to lead/manage large conference calls
* Solid technical skills (knowledge of client server technology, networking basics, database technology, etc.)
* Strong computer skills in microsoft office, powerpoint, excel (perience in analysis and presentation of data)
* Ability to be proactive with an emphasis on continuous improvement of practices / processes
* Experience in working with cross line of business teams, Outside Service Providers and Partner Organizations
* Excellent influence, negotiation and presentation skills
* Outstanding interpersonal skills and ability to establish strong relationships with all levels of management
* Experience working with geographically distributed and culturally diverse work-groups
* Ability to work independently as a self-starter, and within a team environment
* Banking and/or financial services industry experience a plus
* Confluence WIKI experience a plus
* Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously
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*Job:* Infrastructure Service Support
*Primary Location:* US-OH-Columbus-1000 Polaris / 58421
*Organization:* CONSUMER & COMMUNITY BANKING
*Schedule:* Full-time
*Job Type:* Standard
*Shift:* Day Job
*Employee Status:* Regular