JPMorgan Director Infrastructure Engineering- Problem Management 

United States, Ohio, Columbus 

71996867

Job responsibilities

• Manages technical areas within infrastructure engineering, collaborates with others across different technical areas, and anticipates the needs of multiple disciplines within the function
• Manages and implements corporate and divisional operational plans and provides broad direction to teams, team leads, and supervisors
• Direct and manage major incidents or problem calls by delegating tasks, escalating when necessary, and documenting actions taken. Ensure timely resolution and minimal business impact.
• Lead post-event analysis with detailed documentation, develop plans for prevention, and ensure action item follow-ups are completed.
• Manages escalations and create self-service opportunities for clients to improve Mean Time to Repair (MTTR).
• Manages key senior stakeholders and ensures teams deliver in accordance with compliance standards, risk and security, service level agreements, and business requirements
• Drives multiple complex projects, processes, and initiatives
• Provide high-level technical guidance and support to engineers during incident troubleshooting, ensuring best practices are followed.
• Mentors and coaches junior engineers and technologists
• Champions the firm’s culture of diversity, equity, inclusion, respect for team members and prioritizes diverse representation

Required qualifications, capabilities, and skills

• Formal training or certification in infrastructure engineering concepts with 10+ years of applied experience. In addition, 5+ years of experience leading technologists to manage, anticipate and solve complex technical items within your domain of expertise.
• Experience managing cross-functional teams of infrastructure engineers
• Experience hiring, developing, and recognizing talent
• In-depth knowledge and expertise in multiple infrastructure technologies, including: Data centers – Cisco (ACI) or VXLAN with Cisco and/or Arista, Server load balancing with F5 – local or global traffic management, Firewalls – Fortinet, Presenting metrics and accomplishments using data analytics, Network management and tooling – SevOne, Splunk, Cisco Nexus Dashboard, and/or DNA (Digital Network Architecture), SNMP (Simple Network Management Protocol)
• Ability to read and explain TCP/IP traces.
• Strong understanding of infrastructure components and their management in various systems.
• Experience in facilitating postmortem meetings and documenting problem next steps.
• Proficiency in data analytics, reporting, and identifying patterns in incidents.

• Strong communication skills to lead major incidents with clients, engineers, and vendors.
• Proven ability to drive results using Agile methodologies and Jira (Align).
• Knowledge of CI/CD pipelines, Python, and Ansible programming languages.
• Familiarity with ITIL and operational governance.
• Experience with AWS, Azure, or GCP operations.