JPMorgan Service Desk & Transformation Manager 

India 

885484694

As a Technology Support Lead at JPMorgan Chase within the Global Banking's Client Onboarding and Service team, you will play a pivotal role in ensuring the operational stability, availability, and performance of our production services. Your responsibilities will include critical analysis and daily supervision of the firm's systems maintenance. You will be responsible for identifying, troubleshooting, and resolving issues to guarantee a seamless user experience.

Job responsibilities

• Manage 3 local Transformation teams (in partnership with their international managers)
• Support the core applications and provide application guidance to users
• Perform User Acceptance Testing for Navigator application; and
• Perform product development for Navigator application
• Ensure that all Service Requests/customer issues are handled in a timely and appropriate manner
• Manage monthly metrics and drive projects which produce increased customer satisfaction, and make sure these align to the yearly goals/objectives
• Protects the firm by applying sound risk management protocols and adhering to regulatory requirements
• Recognize events or issues that require group management involvement
• Raise issues to management in a timely and effective manner as appropriate and takes ownership of escalated client issues and leverages the appropriate resources to champion results
• Seek out additional process improvement and integration opportunities proactively
  

Required qualifications, capabilities, and skills

• Knowledge on Incident management, Knowledge & Problem management
• The incumbent must be highly organized and able to manage multiple tasks.
• 10+ years of proven customer service experience to include proven problem resolution experience.
• Previous experience in service management processes, e.g., service desk, change, incident, problem, and knowledge such as ServiceNow or comparable platform
• Strong dedication to quality customer service and working knowledge of enterprise-wide service-delivery procedures
• Strong verbal and written interpersonal and communication skills
• Ability to manage multiple teams and develop meaningful relationships to achieve common goals
• Excellent initiative and assertiveness

Preferred qualifications, capabilities, and skills

• ITIL V4 certified. Knowledge on ServiceNow tool for service desk incidents
• Knowledge on Excel, Word, PowerPoint experience