Lead Infrastructure Engineer

As a Lead Infrastructure Engineer at JPMorganChase within the Infrastructure Platforms team, you ll put your experience to work across the board, leading an incredibly talented team in areas like change management, incident management, and problem management. You ll be responsible for management communication and client relationship management. You ll use your critical thinking skills to establish the team s functional goals and set priorities and objectives that align with our overall strategy. You ll oversee areas like incident management, change management, impact identification, management communication, risk and controls, client relationship management, service improvement, discovery/gathering/documenting of business needs, data and requirements. You ll coach, manage and mentor people, both in-house and in working collaboration with our talented and dedicated problem-solving technologists across the JPMorgan Chase & Co. global network.

Job responsibilities

• Lead and manage a talented infrastructure support team, focusing on incident, change, and problem management.
• Oversee management communication and client relationship management for assigned application areas.
• Drive continuous improvement in processes, runbooks, automation, monitoring, post mortems, and follow-ups.
• Ensure employees are engaged and able to lead calls with vendors or clients for network service repairs.
• Coach and mentor less experienced team members, fostering professional growth.
• Develop organizational functional goals, priorities, and service objectives aligned with overall GTI strategy.
• Be accountable for incident management, change management, impact identification, risk and controls, and service improvement.
• Discover, gather, and document business needs, data, and requirements.
• Perform talent evaluation and conduct performance appraisals for team members.
• Manage and prioritize escalations within or outside of the service tower.
• Advocate for the customer base during infrastructure or business-critical issues.

Required qualifications, capabilities, and skills

• Formal training or certification on infrastructure disciplines concepts and 5+ years applied experience

• Domain expertise in infrastructure support and interdependencies.
• Experience with data centers, including Cisco (ACI) or VXLAN with Arista or Cisco.
• Proficiency in server load balancing using F5 and/or HA Proxy.
• Firewalls management experience with Fortinet and/or Checkpoint.
• Familiarity with CI/CD pipelines, ServiceNow, Ansible, and Python.
• Network management skills with SevOne, Splunk, Cisco Prime and/or DNA, SNMP.
• Strong understanding of infrastructure components and tracking systems.
• Technological, organizational, and operational change management expertise.
• In-depth knowledge of risk and controls landscape.
• Superior communication skills for leading major incidents with clients, engineers, and vendors.

• Demonstrate negotiation, partnership, and influence abilities.
• Provide budget and ficial management, including business case completion.
• Deliver results through effective team and project management.
• Present information and tell stories using presentation skills and PowerPoint.