Lead Engineer, Client Technology Services Job Listing at J.P. Morgan Chase in NJ, New Jersey

Finance

JPMorgan Chase Co. (NYSE: JPM) is a leading global financial services firm with assets of > $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm. Client Technology Services (CTS) delivers measurable business value by providing core desktop technology solutions that meet business demand while realizing cost efficiencies. CTS works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's 200,000+ workstations and 40,000+ remote access users.We oversee important tasks, including: incident management, user management, security access and controls, work order management, media management, application and business data recovery, and disaster recovery. The Email Instant Messaging Services group within CTS provides server, client, and administration of enterprise wide messaging services. The service supports over 250,000 internal customers in over 53 countries. The group provides Level 3 support for Microsoft Exchange and Lync environments in addition to mobile messaging solutions through Blackberry and Good services. Responsibilites shall include but not be limited to :

• Lead a small team of messaging analysts. Responsible for the objectives, assignments and performance of the team.
• Lead critical incident investigations involving multiple technology areas.
• Develop and drive service improvement initiatives.
• Perform daily, weekly, and monthly server health checks and performance monitoring.
• Troubleshoot server outages and performs in-depth root cause analysis.
• Provide 3rd 4th level problem diagnosis and resolution, including accurate problem identification, ticket documentation, and customer/vendor dialogue.
• Perform production service requests, including moves/adds/changes, data restores, and service consultations.
• Monitor server resources, trending results for capacity planning purposes.
• Support automated deployment systems
• Provide escalation support for end-user issues with Outlook and mobile messaging applications
• Provide in-depth product knowledge, vendor interface and extensive system engineering capabilities to address and resolve issues.
• Enforce corporate data protection policies, through IT Risk certifications and standardized access.
• Provide Business Continuity support for the Groupware service by activation and confirmed functionality, monitoring, and problem diagnosis.
• Provide 24x7 on-call support.