The Consumer & Community Bank (CCB) branded as Chase, services retail customers in North Americas and Canada. CCB Production Management provides support for all technology enabled services within Chase. The Production Assurance Center (PAC) is responsible for ensuring service availability and service quality with Command Centers based in the US and Singapore. The Singapore based Global Incident Command Center (GICC) provides US overnight incident management coverage from 7:30 am to 7:30 pm (Singapore day coverage) through a shift system. The US GICC provides US day coverage. The process lead is a senior role that provides operational oversight, day-to-day running of shift operations and ensuring appropriate levels of coverage, compliance to processes and service level expectations. The successful candidate would have similar experiences in the past and would have very good written and verbal communication skills. This candidate ideally enjoys building global relationships, gets satisfaction by steering a global workforce through structured collaboration and the use of processes and technology.

Responsibilities:

Provide process leadership on incident management - have sound hands on experiences

Coordinate global; teams on process consistency

Leadership of the floor in ensuring that all support resources are duly engaged

Responsible for driving continuous service improvements through established processes

Upkeep of relevant support documentation, primers and knowledge systems

Overall compliance to all administrative controls of the bank

Maintain and build good peer relationships within the GICC and globally

Partner with global teams for special project deliveries

Partner with global teams for the support of specific planned events

Responsible for metrics that support resource utilization

General support of the firms human capital management

Ensure Completion of other processes that support post incident processes

Core:

• A bachelor's degree in a technology related field - further education is a plus
• At least 10 years of IT operations/service-management experiences
• Strong problem solving skills - probing to understand flow logistics and engage relevant support
• General knowledge of IT infrastructure including networks, storage networks, infrastructure, load balancing, server clustering, databases and application architecture
• Preference for “Consumer & Community Banking” (Retail) application knowledge
• Knowledge of the emerging payments technologies and digital wallets
• Preference for people who have been performing “resolver” functions
• Strong collaboration skills and ability to build trusting relationships
• Proven analytical skills, especially in analysis of complex IT dependencies
• Clear and concise written and oral communication skills and proven ability to articulate technical details to a wide range of audiences
• Ability to develop strong client relationships and to collaborate with project teams and technology partners
• Solid command of Microsoft Office products, especially Excel and SharePoint
• Ability to work through ambiguity
• Multi- tasking is essential - listening, writing, reviewing and sending executive communications

Supplementary:

• Familiarity of internal Chase systems, especially ITSM, TAMS, SEAL and CMBD
• ITIL certification with emphasis on Service Transition is preferred
• Project management experiences - as a player and supervisor
• Extended work experience in combined business, IT operations, team leadership and general supervision