Director - Tech Relationship Manager

Our Global Technology Infrastructure group is a team of innovators 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.

GTI Sustained Engineering (SE) is responsible for service support and delivery for JPMorgan Chase’s (JPMC) Global Technology Infrastructure. Through its Global Service Desk and Infrastructure Operations Centers, SE 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.

Within SE, the Enterprise Production Management (EPM) team is responsible for providing governance of production across the firm. The team manages all the major incidents that have significant impact to JPMC’s lines of business as part of a larger service management team. The team covers infrastructure across the globe using new state of the art Global Incident Command Centers. We are responsible for helping drive major incident resolution, while also driving all other pertinent aspects of the GICC (Global Incident Command Center) in all locations.

An ideal candidate should have strong technical background and experience in production management with a goal to ensuring stable and resilient operating environments in line with GTI’s infrastructure strategy. They should also have experience in managing complex technical programs/initiatives across the infrastructure stack.

Expectations & Key responsibilities

• Review architectural design, recovery time objective, and failover of key Corporate and Investment Banking (CIB) applications - across all sub lines of business
• Understand application dependency on key infrastructure components
• Interface with CIB application teams (production management, application engineering, architecture) and GTI teams (resolvers and product engineers) to drive continuous improvements
• Engage local leadership to understand strategy and drive global prioritization for both CIB and GTI initiatives
• Align with global counterparts to ensure consistent approach, prioritization, and risk management
• Manage local and global programs that drive stability and resiliency
• Handle technical escalations across multiple GTI product lines
• Help plan key critical change events
• Provide updates to senior management team on critical events
• Drive post mortem events to improve stability and security

Qualifications:

• 15+ years of experience in technology operations and technical program management
• Strong understanding of Cloud infrastructure and key network technologies like firewall, network routers, and switches
• Experience in OS, database, middleware/messaging, and storage technologies
• Understanding of configuration and vulnerability management
• Experience in automation technologies and collaboration skills
• Ability to adapt to a dynamic work environment
• Effective written and verbal communication skills
• Strong focus in client relationships and customer feedback
• ITIL certification a plus
• Experience in a large banking environment a plus
• Software development toolchain knowledge a plus
• Familiar with agile practices

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.

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.