Technology Support III

Within Chase, Consumer Banking provides great products and an outstanding customer experience at over 5,600 branches and 18,700 ATMs in 23 states, as well as online and over the phone. As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us. 

Job Description: 

The Consumer & Community Banking (CCB) Planned Event Management (PEM) Lead represents CCB during scheduled and planned firm-wide maintenance events impacting Chase data centers.  The Major Event Planning Calendar (MEPC) is managed and set annually at the firm-level by GTI with line of business approval. These events include infrastructure maintenance and data center disaster recovery events.  The PEM Analyst ensures those events do not conflict with or unduly impact the needs of the business or CCB IT.  For all events that are managed by the PEM Lead, they are the voice of the event from understanding the scope of work, understanding impacts to CCB, planning the event through execution to ensure all applications/systems are back to a business-as-usual state prior to start of business.

Responsibilities: 

• Plan and manage each MEPC event from end-to-end, which typically covers 60-120 days from the initial awareness communication through the completion of the event
• Work with the CCB application support and development teams to ensure their awareness and communicate scope of each MEPC event
• Analyze IT change records to extract impacted systems to determine actual impacts to CCB    
• Schedule and chair key stakeholder meetings to disseminate information about the event such as timeline and expectations from stakeholders  
• Resolve business conflicts of impacted applications/systems with appropriate MEPC Forum teams which can include negotiating preferred shutdown/restart times of servers to minimize business impacts   
• Create and monitor SharePoint forms for collection of key validator information that is used for creation of the event playbook
• Develop and execute a command center plan for owned events and communicate status at key milestones.  Weekend command center staffing is required  
• Conduct lessons learned following the event that will allow for continuous improvement in the process 
• Close out all reported issues from the event to prevent recurrence

Qualifications:  

• General knowledge of networks, storage networks, infrastructure, load balancing, server clustering, databases and application architecture
• Candidate with Consumer & Community Banking application knowledge would be ideal   
• Proven analytical skills, especially in analysis of complex IT events or high-impact, complex projects
• 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   
• Familiarity of internal Chase systems, especially ServiceNow, SEAL and RDMS 
• ITIL certification with emphasis on Service Transition is preferred
• Experience in Incident Management, Change Management, Problem Management, Project Management is preferred
• Strong project management skill set needed
• Overall experience of 10 Years with a minimum of 5 years of experience in combined business, project manager, team leadership and IT experience required

The Consumer & Community Banking (CCB) Planned Event Management (PEM) Lead represents CCB during scheduled and planned firm-wide maintenance events impacting Chase data centers.

***Strong Project Management, Stakeholder Engagement and Communication (Verbal & Written) skills needed (Mandatory) ***