Vice President, Control Management, L1 Support & Client Solutions

The Firmwide Control Management mission is to solidify an effective control framework within and across the lines of business by identifying and remediating control issues with a sense of urgency, regardless of the source.  The Firmwide Control Management team will work collaboratively with other control disciplines and will oversee existing control functions as well as the development of new control functions and protocols.  This process will enable the firm to engage the appropriate teams in a timely manner and provide the ability to quickly remediate critical control issues across all the impacted areas of the firm.

The Controls Room, a critical component of the Firmwide Control Management organization, functions as a controls reporting and analytics utility for the Firm.  Its mission is to provide meaningful management information that will facilitate decision making. 

As a Vice President in Control Management Support Services Operations, you will provide strategic leadership and advanced operational support related to Data Control, Application Issues, Incident Management and Reporting.

Job responsibilities

• Provide strategic leadership for day-to-day operations, including complex issue resolution, user enhancement requests, and UAT testing.
• Own and optimize ticketing operations (support tools, shared mailbox/queue), ensuring accurate triage, tracking, and timely SLAs.
• Prioritize, schedule, and manage the backlog; drive escalations and handoffs to L3 with clear problem statements and evidence.
• Deliver advanced troubleshooting across application, and data issues; lead root-cause analysis and remediation.
• Lead Access Administration and oversee periodic entitlement recertification for supported applications.
• Lead and contribute to projects that improve stability, automation, and operational efficiency.
• Mentor team members through coaching, knowledge sharing, and best-practice reinforcement to build a high-performing team.
• Set clear objectives and direction, motivate the team, and ensure accountability for outcomes and service quality.
• Drive continuous improvement via process simplification, automation, and reduction of repeat incidents.
• Oversee end-to-end operations and support, including ticket triage and SLAs, data quality reconciliation, application health checks, access/entitlement management, defect/change and release validation, incident/problem management, reporting & analytics, and go-live support.

Required qualifications, capabilities, and skills

• Master’s degree in Business Management/ Finance or bachelor’s degree in Commerce/ Accounts or equivalent. 
• Extensive experience in relevant fields, typically more than 10 years.
• In-depth knowledge of risk management and control principles.
• Exceptional written and verbal communication skills.
• Strong customer service orientation with a focus on delivering high-quality solutions.
• Ability to effectively communicate with both Technical and Business Partners.
• Excellent organizational, documentation, and multi-tasking skills with a proven ability to manage expectations and deliver results.
• High level of professionalism, self-motivation, and a proactive approach to problem-solving.
• Leadership skills with the ability to influence and drive change.

Preferred qualifications, capabilities, and skills

• Proficiency in ITIL practices and frameworks.

• Experience with ServiceNow and Jira for incident management and project tracking. 

  Location – Bengaluru

Shift – EMEA

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.

Control Management maintains a strong and consistent control environment through a joint accountability model that aligns managers with each function and region to mitigate operational risk. The team focuses on four areas: Control Design & Expertise, Risks & Controls Identification/Assessment, Issues & Control Deficiencies and Control Governance & Reporting.