Director Infrastructure Engineering- Problem Management

At a world-renowned company like JPMorgan Chase, you can take the lead in shaping the future of technology, unleashing your full potential, and making your mark on the industry.

At a world-renowned company like JPMorgan Chase, you can take the lead in shaping the future of technology, unleashing your full potential, and making your mark on the industry.

As a Director of Infrastructure Engineering at JPMorgan Chase within the Network Solutions Problem Management Team, you manage one large area or multiple smaller ones with advanced technical knowledge to resolve complex issues.

Exercise independent judgement within general guidelines and parameters to determine appropriate actions.

This pivotal role is responsible for ensuring the availability and reliability of the JPMC network, as well as providing exceptional customer network support.

The ideal candidate will collaborate with a dedicated team of engineers and managers to deliver top-tier network support, driving our mission to modernize network operations through continuous improvement and innovation.

You will lead the charge in resolving network incidents, ensuring that our customers experience minimal disruption and maintain confidence in our services.

You will be adept at managing high-stakes situations, leading incident resolution calls with precision and urgency, and communicating effectively with senior leadership.

Your commitment to follow-through will guarantee that incidents are thoroughly addressed and that preventative measures are implemented to avoid recurrence.

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
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