Senior Manager of Infrastructure Engineering

JPMorganChase•Jersey City, NJ

23h

About The Position

As a Senior Manager of Infrastructure Engineering at JPMorganChase within the Corporate Sector's Employee platform team, you provide overall direction for team members and work on established, moderately complex issues within your specialization. You exercise independent judgment within defined parameters to determine appropriate actions and resolve issues. You lead and coordinate a globally distributed team delivering voice, telephony, and video conferencing services. The role provides technical leadership across Cisco voice platforms and Zoom Phone at the SBC, routing, and interconnected enterprise communications layers. You represent end-user experience in projects, migrations, and deployments, and partner with stakeholders across business, product, engineering, application ownership, and support organizations. You are responsible for service quality, incident and problem management, production readiness, change coordination, support documentation, knowledge transfer, and transitions from project delivery to steady-state operations. You also establish standards for AI-assisted workflows used in delivery and operational routines, ensuring traceability, auditability, and alignment with resiliency, security, and risk expectations.

Requirements

Formal training or certification in infrastructure engineering concepts and at least 5 years of applied experience managing or leading technical teams delivering services across multiple regions and time zones.
Strong enterprise voice and unified communications knowledge, including Cisco voice and Zoom Phone solutions, Ribbon, SBC/SIP, Amazon Connect, call-routing troubleshooting, and mobile solutions such as Movius.
Familiarity with capture and compliance functionality systems, including Redbox and NTR-X.
Demonstrated ability to represent user needs and service readiness in complex technology projects and production migrations.
Experience collaborating with application owners, product teams, engineering, operations, vendors, and business stakeholders.
Sound incident management, problem management, technical troubleshooting, and operational risk judgment.
Clear written and verbal communication, stakeholder management, and ability to influence decisions without direct reporting authority.
Experience managing infrastructure engineering teams.
Experience leading teams in the safe use of enterprise-authorized AI capabilities within the work environment for infrastructure engineering workflows, including validation habits and awareness of data sensitivity.
Ability to review and validate AI-assisted recommendations before adoption, escalate uncertainty appropriately, and ensure outcomes align with resiliency, security, and auditability expectations.

Nice To Haves

Exposure to managing budgets.
Experience supporting large, regulated global enterprises or financial services environments.
Familiarity with conferencing room systems, hybrid meetings, and integration between telephony and video platforms.
Knowledge of emergency calling requirements, voice service resiliency, and telecom compliance considerations.
Experience applying SRE, IT service management, observability, and automation practices to communications services.

Responsibilities

Serve in a leadership role for multiple technical teams and collaborate within the function, providing tasks, guidance, and expectations as needed.
Establish standards for AI-assisted workflows used in delivery and operational routines, ensuring traceability, auditability, and alignment with resiliency, security, and risk expectations.
Lead, coach, and coordinate a globally distributed team delivering voice, telephony, and video conferencing services.
Provide technical leadership across Cisco voice platforms and Zoom Phone at the SBC, routing, and interconnected enterprise communications layers.
Represent the end-user experience in projects, migrations, and deployments; identify user impact, validate usability, and drive issue resolution before and after launch.
Partner with business stakeholders, application owners, product teams, engineering, and support organizations to align requirements, dependencies, and delivery outcomes.
Own operational service quality through incident and problem management, reliability metrics, trend analysis, and continuous improvement.
Drive production readiness, change coordination, support documentation, knowledge transfer, and smooth transitions from project delivery to steady-state operations.
Lead teams in the safe use of enterprise-authorized AI capabilities in infrastructure engineering workflows, including validation habits and awareness of data sensitivity.
Review and validate AI-assisted recommendations before adoption, escalate uncertainty appropriately, and ensure outcomes align with resiliency, security, and auditability expectations.