The regulatory focus on resiliency and how we react to resiliency events is significant. Global regulators are moving toward the concept of Operational Resilience, which continues to challenge organizations to enhance not only their Resiliency plans but also how they recover from business disruption, minimizing the impact to customers, the Firm, and the Market. Incident management is a 24/7, 365-day global activity driven by any business disruption e.g., application or Clearing House/ Agent Bank outage.

As an Incident Management Vice President in Global Command Centers-Payments Operations, you will be empowered to lead and contribute significantly to the success of the overall team and cross-LOB partners by helping to orchestrate incident resolution with minimal business impact. Subsequently, working to ensure that all learnings from the incident feed into a continuous improvement discipline. Incidents are only part of the role; Post analysis takes up a large part.

In this role, you will be outcome-focused, foster teamwork and have the proven ability to work across the business extensively and can demonstrate a dexterity to navigate a matrixed environment. The role provides the opportunity to approach the work with an agile mindset and entrepreneurial spirit. This is a very exciting time to join our team.

Job responsibilities

Lead as an operational member of Incident Management Team reporting to the Business Incident manager in the Tampa Command Center.
Assist in the development of a Global Team, incorporating the leading of people development practices and following Global Lead Strategy
Lead the coordination of the Business response across Operations, Client Service, Product for Major Incidents.
Assess risk and manage activities affecting the production environment including collaborating with Technology, vendors, and stakeholders to assess severity and scope of events and incidents to prioritize resolution.
Provide detailed production support information for internal/external clients and deals effectively with issues that are complex, confidential, and sensitive in nature.
Constant review and evolution of the monitoring systems, including replacement, upgrades, and performance to keep aligned with the Payments strategic vision.
Develop policies, procedures, performance objectives and standards that are aligned to meet all regulatory and controls standards. Including and not limited to Playbooks both in annual attestations and the creation of new ones.
Contribute to a great and inclusive culture, work towards enhancing team member engagement, and assist in mentoring and developing the best, most diverse talent
Align to metrics and reporting strategies to enable meetings with Stakeholders and Partners to build a comprehensive working relationship between all teams and lines of Business.
Lead additional adhoc Payment Reconciliation Projects as they arise, and resources allow

Required qualifications, capabilities and skills

10+ years of Leadership Experience dealing with incident management and remediation with solid record of progressive career growth
Strategic thinker that combines strong technical skills and creative problem solving -- turning strategy into actionable platform roadmap and delivery plans
Ability to demonstrate diplomacy skills to work cross-organizationally to influence others, drive results/change and implement projects/processes
Excellent communication in English, presentation (oral and written) – ‘Eye for detail’
Education - College Degree desired
Sound skills in metrics design tools such as Excel, Tableau, Alteryx are desirable

Work Environment

The Incident Management team are in the Command Centre and operate a follow the sun Model with NA, EMEA and APAC regions. The Model closes in Eastern Time when the FED closes at 1930hrs, you would be required to ensure along with other members of your team to supply suitable coverage until Handover to APAC region.

This Role is a full time in office model and can include rotational weekend coverage as well as non-standard hours.

Be on Call and supply points of Escalation on Weekends and Bank Holidays running alongside other members of the NA, EMEA and APAC Leadership Teams.

When needs arise, there may be times when you must back fill for weekend coverage due to holidays, sickness, or other reasons.

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V

Payments Incident Management

Vice President

JP Morgan Chase

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