The Employee Platforms (EP) EMEA Locations Technology Support Lead is a Vice President level role in the Technology Operations family and is responsible for key functions within the EP EMEA Regional Management & wider Global Technology DRIVE. The role is based in the supported location and reports to the EP EMEA Regional Technology Leader. This role is intended to provide functions that deliver across several areas:
- Adhere to EP Service Delivery and Technology Policies, Standards and Procedures
- Focus on meeting SLA across Incident, Problem, Change & Request Management processes
- Provide due diligence and escalation on all changes impacting location. Fully scrutinize proposed change details identifying potential impact to the local infrastructure, applications, regulatory requirements and ultimately the business
- Ensure key processes such as Asset and Media Management are thoroughly followed.
- Keep Technology Rooms and all EP spaces in the locations always in good conditions, secured, cable managed, and nothing is left out of place.
- Timely escalation of issues to the Regional Lead and to the relevant service owners,
- Partners with all peers in EP EMEA locations for troubleshooting and for delivering cross location initiatives.
- Execution of the Global EP Vulnerability Management lifecycle, including identification, reporting and remediation of vulnerability management issues
- Assist the Technology Lead in improving productivity resulting in increased cost effectiveness and value
- Provide problem management support to problematic recurring incidents ensuring root cause analysis is conducted and corrective action plans are in place.
- Ensure high quality support to the clients with professionalism and good communication, own the problems and educate the clients promoting self-service tools
- Provide support coverage for the required timeframe in the location, ensuring on call support on a Rota basis if required
- Ensure all inventories are always up to date and reconciled.
- Adherence to all processes, policies and procedures is fundamental to the role providing success to the business and production environment.
Duties & Responsibilities in Employing Legal Entity:
- Technology support oversight of teams employed in Riyadh Branch and JPMSA
- Desk side Support
- Incident Management
- Service Request Management
Key Skills / Attributes / Work Experience:
- Good Verbal and written English communication skills
- Strong client focus - ability to operate at prime customer contact level at operational level
- Ability to work in a multi-task environment, managing interruptions and prioritization
- Ability to successfully promote technology self-service culture and tools to the clients
- Demonstrate to have a risk-oriented mind-set; always check, verify, and challenge the status quo
- Strong development focus – train and improve skills
- Proven experience working with culturally diverse and geographically distributed teams
- Analytical Thinking: identifying problems and proposing ways to mitigate the risk.
Qualifications Required:
- Bachelor's degree in technology related area preferred.
- 10+ years of related technology experience working with multiple technologies and complex, large scale, cross-functional project / production / service delivery and client support, preferably in the financial services industry and in large organizations.
- Strong technical capability
- Experience with incident management / change management (ServiceNow or similar systems)
- Experience in vendor management (obtaining quotes/proposals, raising/sending purchase orders, payments, and reconciliation, etc.)
- Experience in the product space, within key technology areas such as storage, standard voice, preferably trader voice and voice recording.
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
