As a Major Incident Manager at JPMorgan Chase within the International Consumer Bank, you will play a crucial role in this initiative, dedicated to delivering an outstanding banking experience to our customers. You will work in a collaborative environment as part of a diverse, inclusive, and geographically distributed team. We are seeking individuals with a curious mindset and a keen interest in new technology. Our engineers are naturally solution-oriented and possess an interest in the financial sector and focus on addressing our customer needs.

Job Responsibilities:

Respond to escalations from our squads and vendors, including escalated alerts from our monitoring stack. Owning, executing and driving the Incident Management processes to resolution using strong facilitation, planning and time management.Command and control of Incidents bridge with squads and external vendorsAssess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments.Communicate the incident status, resolution and impacts to internal and external stakeholders clearly and concisely; including gathering relevant information to communicate to regulators.Facilitate timely communications to customers to help manage their experience using our communication tooling. Host and/or join Post Mortem meetings with key participants and accountable parties to ensure the correct focus is driven to identify root cause and deliver eradication actions with the correct ownership.Ensure the creation and progression of new problem tickets for recurrent service issues as per problem management process in a timely manner through to closure.Drive a culture that reduces repeat incidents, helping to join the dots up through shared learning.Support the review of all incidents across all priorities to identify the thematic root causes, impacts and actions detailing accurate and timely reports to key forums to drive improved decision making. Contribute ideas to evolve our processes, working practices and stakeholder relationships so that we continue to be recognised as a high performing, value adding team to Chase International Consumer Bank.  

Required qualifications, capabilities and skills:

Obsessive about the customer and colleague experience. Proven experience of solving complex incidents, major incidents within a high availability, high transactional technical environment, Proven ability to lead with influence, work methodically and calmly under pressure, facilitating and collaborating with colleagues to deliver the right outcomes for our business and customers.

Preferred qualifications, capabilities and skills: 

Talented at building and maintaining relationshipsExcellent communication skills (written and verbal) at all levels of seniority A keen critical thinkerAbility to take charge of a situation a drive forwardExperience of working Event, Incident, Problem, Change