Network Operations Lead Infrastructure Engineer

JPMorgan Chase - Plano, TX

Full-time - Senior

Plano, TX

Credit Intermediation and Related Activities

About the position

As a Network Operations Lead Infrastructure Engineer at JPMorgan Chase, you will play a pivotal role in leading the Network Rapid Response team, focusing on the resolution and avoidance of network incidents. This position requires an experienced leader in network engineering, site reliability engineering, or network operations who can ensure the availability of the JPMC network and provide comprehensive customer network support. You will collaborate with a team of engineers and managers to modernize network operations through continuous improvement, ensuring that incidents are resolved effectively and do not recur. In this role, you will be responsible for leading major incidents or problem calls, delegating tasks, escalating issues when necessary, and documenting all actions taken. You will develop and present results to senior leadership, providing proactive communication and status updates to customers to instill confidence in our incident management processes. Your leadership will extend to conducting post-event analyses, creating detailed documentation, and following up on action items to prevent future incidents. You will also assist engineers in troubleshooting incidents of varying technical complexity, manage day-to-day operations for incidents, and summarize findings for leadership while holding peers accountable for their deliverables. Building strong relationships with clients, customers, and stakeholders will be essential as you work to improve mean time to recovery (MTTR) and the overall quality of work. The position offers flexibility in shift preferences, typically from Tuesday to Saturday, with negotiations possible for the right candidate.

Responsibilities

• Lead Major Incidents or Problem Calls by delegating tasks, escalating when needed and documenting actions taken
• Develop, communicate, and present results to senior leadership both verbally and in writing on a proactive basis
• Provide customers with status updates and give them confidence we are managing the incident
• Lead post event analysis with detailed documentation, plans for prevention and action item follow-ups
• Assist engineers with troubleshooting incidents of all technical levels
• Manage day-to-day operations for incidents (analyze and track) while summarizing findings to leadership and holding peers accountable for delivery dates
• Manage escalations and create self-service opportunities for our clients to improve MTTR
• Work with peers and the team for technical and professional growth
• Work with our clients, customers, and stakeholders to improve MTTR, quality of work, and create lasting relationships
• Negotiate shift preference which is Tuesday - Saturday, but willing to negotiate for the right candidate

Requirements

• Formal training or certification on infrastructure engineering concepts and 5+ years applied experience
• Minimum of 10 years in a senior technical leadership role leading engineering teams