Our Consumer & Community Banking Group depends on innovators like you to serve nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
As a Continuous Service Improvement Lead for CCB Digital Core and Middleware you will be responsible for the delivery of process innovation and continuous improvement initiatives with a focus on improving stability across the production environment resulting in a world class experience for our customers on an always available environment. An SRE mindset is required with a goal of scalable and highly reliable systems for our customers.
Identify service improvements by analyzing incident metrics and trends
Establish strong and productive relationships with key stakeholders
Perform root cause analysis in partnership with the Problem Management team
Prepare and present oral and written communication and presentations and interact and influence at all levels of the organization
Partner with Level 2 Support and Application Development team to deliver service improvements that will reduce number of incidents, impact to customers, and time to recover
Monitor practices and processes to guide the implementation of improvement strategies
Provide input on internal processes to assist with service improvement initiatives
Assist with supplier improvement initiatives and programs
Challenge the status quo to identify and deliver process oppportunities
Review Permit to Operate process to ensure successful and supportable changes are introduced to the production environment
Contributes effectively to identifying new areas of software process improvement within the organization
Organize and report incident, change, and problem management data including relevant themes
Create reports and analyze performance trends to identify potential improvement areas and/or performance deficiencies
Develop corrective actions and processes to drive continuous improvement
BS/BA degree or equivalent experience
Minimum of 5-7 years proven continuous improvement analytical experience from a similar role, including project management and business analysis
Experience implementing ITIL/service management strategy and processes
Experience managing continual improvements to technology services in organizations
Experience in managed services and service delivery environment
Experience with designing or implementing a framework of continuous improvement
Experience with hands-on implementation of continuous improvement programs
Experience with designing remediation plans to address recurring incident themes and toil
Expertise in working in partnership with colleagues throughout the firm, and collaborative teams to achieve common goals
Experience in fostering and growing a strong engineering culture in an agile and SRE environment
Experience with the whole project life cycle and able to operate in each stageJPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans
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