JPMorgan Payments Global Incident Management Lead 

United States, Florida, Tampa 

49335404

As the Payments Global Incident Lead, within the Payments organization, you will lea the developed incident management team, which supports 24/7, 365-day global activity driven by any business disruption e.g. internal or external. You will support partners and stakeholders to actively lead the elimination, mitigation or reduction of business disruption.

Job responsibilities:

• Lead and develop the global 24/7/365 Payments Incident Management Team, determine and implement global best practices
• Lead high profile incidents and support the team during business disruption
• Manage the coordination of the Business response across Operations, Client Service, Product & across the Firm
• Partner with stakeholders i.e. technology to drive forwards incident resolution, determine and execute appropriate actions to recover business services as quickly as possible
• Execute resiliency strategies in accordance with playbook directives, and identify and engage business leads
• Manage the internal business communication plan (senior updates, setting up business bridges, employee updates, etc.)
• Network with senior management stakeholders both within Payments, collaborate cross LOB dependencies, and consolidation & reporting of client impact
• Maintain playbooks for recovery decision making and communications, to minimize Business Disruption, and maintain evergreen process and procedures (e.g. regular revalidation of cross LOB communication map)
• Identify opportunities for strategic improvement or mitigation of business interruption and other risks
• Understand internal / external dependencies & their risks/gaps
• Conduct Post Incident Reviews and represent operations on technology Root Cause Analysis (RCA) meetings, utilizing data analytics of impacting incident root cause, impact and improvements

Required qualifications, capabilities, and skills

• 15 years of experience in Financial Institutions
• Excellent communication, presentation (both oral and written) & influencing skills
• Leverage subject matter expertise in driving conversations and/or influencing decisions/direction with Business / stakeholders
• Understanding of Incident Management practices, skills and tools
• Consistent partnership record and ability to build effective business relationships
• Ability to troubleshoot and strong analytical skills
• Effective change management skills; Ability to support & adapt within a changing environment
• Strong interpersonal and team management skills set and previous experience

Preferred qualifications, capabilities, and skills

• Prefer 15 years of experience/background in Payments and/ or incident management