Director of Infrastructure Engineering- Problem Management

Job Description
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'll have the opportunity to manage and resolve complex issues in one large area or multiple smaller ones. You'll exercise independent judgement and ensure the availability and reliability of the JPMC network. You'll collaborate with a dedicated team to deliver top-tier network support and promote our mission to modernize network operations. You'll lead in resolving network incidents, manage high-stakes situations, and communicate effectively with senior leadership. Your commitment will ensure incidents are thoroughly addressed and preventative measures are implemented.
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

• Formal training or certification in infrastructure engineering concepts with 10+ years of applied experience. In addition, 5+ years of experience leading technologists to manage, anticipate and solve complex technical items within your domain of expertise.
• Experience managing cross-functional teams of infrastructure engineers
• Experience hiring, developing, and recognizing talent
• In-depth knowledge and expertise in multiple infrastructure technologies, including: Data centers - Cisco (ACI) or VXLAN with Cisco and/or Arista, Server load balancing with F5 - local or global traffic management, Firewalls - Fortinet, Presenting metrics and accomplishments using data analytics, Network management and tooling - SevOne, Splunk, Cisco Nexus Dashboard, and/or DNA (Digital Network Architecture), SNMP (Simple Network Management Protocol)
• Ability to read and explain TCP/IP traces.
• Strong understanding of infrastructure components and their management in various systems.
• Experience in facilitating postmortem meetings and documenting problem next steps.
• Proficiency in data analytics, reporting, and identifying patterns in incidents.

Preferred qualifications, capabilities, and skills

• Strong communication skills to lead major incidents with clients, engineers, and vendors.
• Proven ability to drive results using Agile methodologies and Jira (Align).
• Knowledge of CI/CD pipelines, Python, and Ansible programming languages.
• Familiarity with ITIL and operational governance.
• Experience with AWS, Azure, or GCP operations.

About Us
JPMorganChase, 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
Our Global Technology Infrastructure group is a team of innovators who love technology as much as you do. Together, you'll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You'll work in a stable, resilient and secure operating environment where you-and the products you deliver-will thrive.
High Risk Roles (HRR) are sensitive roles within the technology organization that require high assurance of the integrity of staff by virtue of 1) sensitive cybersecurity and technology functions they perform within systems or 2) information they receive regarding sensitive cybersecurity or technology matters. Users in these roles are subject to enhanced pre-hire screening which includes both criminal and credit background checks (as allowed by law). The enhanced screening will need to be successfully completed prior to commencing employment or assignment.