JPMorgan Chase Global Network Operations Engineer in Jersey City, New Jersey

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI) organization. Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while it's Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.

The Global Network Operations Centre (GNOC) is responsible for Tier-2 support for the Global data and voice networks, spanning 50 countries with over 1 million data network ports, 25,000+ network devices, 600+ PBX systems, 800+ voice mail systems, and 65+ call center sites.

GSO is searching for a Global Network Operations Engineer that will be responsible for the following:

Assist in day-to-day network operations restoration

  • Ensure high levels of customer satisfaction

  • Analyze existing processes and procedures and assists in the design/improvement task force

  • Document any customization specific to the solution

  • Follow documented standards, such as Best Practices, and Security Guidelines

  • Create Peregrine problem log tickets at the appropriate problem ownership and escalation levels for any problems that require Network Operations problem resolution or escalation to other platform teams.

  • Monitor obsolescence and help to maintain current Network Operations documentation for the JPMC document repository.

  • Work with vendors to troubleshoot issues and coordinate dispatches. Must be able to independently guide a vendor through hands-on troubleshooting over the phone.

  • Be logged into the phones most of the time when not assigned to a monitoring system.

  • Create and implement ITSM requests. Be able to independently document all implementation steps needed to perform the change and create a back out plan in case the change needs to be backed out.

  • Adhere to proper escalation policies keeping severity levels accurate and management aware of high priority issues. Follow the correct troubleshooting guidelines to ensure proper and timely resolution.

  • Work closely with Priority One and Production Assurance teams during problem identification and root cause analysis. Will determine root cause and restore service if listed as lead resolver of an issue.

  • Independently make timely calls to customer to ensure they are informed of the status and expected resolution of the issue.

  • Independently make timely follow up calls to internal and external groups that have been engaged ensuring the issue is being addressed until it is resolved.

  • Maintain expected service levels within the specific group as well as the GSO.

  • Identify and independently resolve obstacles influencing timely resolution of all requests. Escalate to management as needed.

  • Perform 24x7 monitoring of the JPMC network infrastructure. Provide some tier 1 network support but primarily tier 2 network support.

  • Strong focus on continual service improvement, including driving down Time to Repair and reducing customer impacts.

Technical Degree with 3 - 5 years of relevant work experience.

  • Cisco CCNA/CCNP certification or equivalent experience required

  • Must have strong technical and demonstrated proficiency in data networking and the equipments.

  • Knowledge of networking best practices.

  • Strong verbal and written communication skills and sense of urgency, accountability, and ownership.

  • Experience managing various large-scale enterprise network topologies including Load Balancers, DNS, Market Data, and Internet preferred.

  • Experience managing large-scale enterprise network topologies within an operations environment preferred.

JPMorgan Chase is an equal opportunity and affirmative action employer M/F/Disability/Veteran.

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.