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JPMorgan Payments Incident Management Vice President United States, Florida, Tampa 983721057
15.04.2025
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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.
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