16 days old

JPMorgan Chase & Co.
Houston, TX 77002
  • Job Code

Senior Problem Management

Job Description

An Application Support professional’s dedication to innovation is essential to what keeps our company moving and thriving. Here, you’ll oversee application issues throughout: troubleshooting, maintaining, identifying, escalating and resolving them as needed. You’ll ensure that the production changes your team makes are made keeping best practices, lifecycle methodology and overall risk top of mind. Partnering with Infrastructure Service Support team members, you’ll dig into root cause analysis, production changes, budgetary and staffing issues.  You’ll also draw on your experience to manage and mentor people to drive strategic change, both within your team as well as in collaboration with team members across JPMorgan Chase & Co.’s global network of innovators. 


The Senior Problem Manager proactively focuses, across tower and across discipline, on CCB-owned issues to identify incident and problem trends; communicate with technology owners; and facilitate plans of attack to ensure that CCB reaches its committed goal of reducing problems in the environment before they cause impact; eliminating defects and noise that consume considerable staff resources; and shorten time to repair.  

This position analyzes incident, problem, and change data as well as recurring alerts and then works to programmatically identify the causes of recurring incidents, alerts, and noise in the environment, and ensure that plans and actions are in place to eliminate and resolve these issues at all Priority/Severity Levels.  This position also manages the root cause review process with impacted lines of business, ensuring that quality and in-depth root cause reviews and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues.


This role requires a wide variety of strengths and capabilities, including:

  • BS/BA degree or equivalent experience

  • Proven expertise in application development and support environment with more than one

  • Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

  • 5+ years’ experience in IT Operations

  • 5+ years’ experience in IT process management

  • ITIL foundation certified with at least one intermediate certification

  • Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages including but not limited to 

  • Incident management

  • Problem management

  • Change management

  • Configuration management

  • Knowledge management

  • Availability management

  • Continuous improvements

  • Service reporting and KPIs

  • Extensive background in measurement of IT, services, deliverables and inputs

  • Experience in support and maintenance roles

  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease

  • Proficiency in relationship building skills, including the capacity to predict and manage behavior, build and leverage cross functional partnerships within and outside of the organization and leverage influential leadership

  • Ability to influence others at all levels of an organization with proven leadership skills

  • Ability to communicate effectively to team members on regular basis

  • Ability to work cross functional areas to drive continuous improvement

  • Ability to use data driven techniques to analyze and interpret data


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.



When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 20 technology centers worldwide, our team of 50,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $10B+ annual investment in technology enables us to hire people to create innovative solutions that will are transforming the financial services industry.



At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity.  We encourage professional growth and career development, and offer competitive benefits and compensation.  If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you. 

Req #: 200010697
Location: Houston, TX US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

Keyword: card%20services


Posted: 2020-05-08 Expires: 2020-06-07

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JPMorgan Chase & Co.
Houston, TX 77002

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