Payments Global Incident Management Lead

2 weeks ago

Tampa, United States JPMorgan Chase Full time
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. The Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

The regulatory focus on resiliency and how we react to resiliency events is significant. Global regulators are moving toward the concept of Operational Resilience, which continues to challenge organizations to enhance not only their Resiliency plans but also how they recover from business disruption, minimizing the impact to customers, the Firm and the Market. To address the Payments organization has developed an incident management team, which supports 24/7, 365-day global activity driven by any business disruption e.g. internal or external.

As the Payments Incident Management Lead and part of Payments Incident Management team, you will support partners and stakeholders to actively lead the elimination, mitigation or reduction of business disruption.

Job responsibilities:

  • Lead and develop the global 24/7/365 Payments Incident Management Team, determine and implement global best practices
  • Lead high profile incidents and support the team during business disruption
  • Manage the coordination of the Business response across Operations, Client Service, Product & across the Firm
  • Partner with stakeholders i.e. technology to drive forwards incident resolution, determine and execute appropriate actions to recover business services as quickly as possible
  • Execute resiliency strategies in accordance with playbook directives, and identify and engage business leads
  • Responsible for internal business communication plan (senior updates, setting up business bridges, employee updates, etc.)
  • Network with senior management stakeholders both within Payments, collaborate cross LOB dependencies, and consolidation & reporting of client impact
  • Maintain playbooks for recovery decision making and communications, to minimize Business Disruption, and maintain evergreen process and procedures (e.g. regular revalidation of cross LOB communication map)
  • Identify opportunities for strategic improvement or mitigation of business interruption and other risks
  • Understand internal / external dependencies & their risks/gaps
  • Conduct Post Incident Reviews and represent operations on technology Root Cause Analysis (RCA) meetings, utilizing data analytics of impacting incident root cause, impact and improvements


Required qualifications, capabilities, and skills

  • 15 years of experience in Financial Institutions
  • Excellent communication, presentation (both oral and written) & influencing skills
  • Leverage subject matter expertise in driving conversations and/or influencing decisions/direction with Business / stakeholders
  • Understanding of Incident Management practices, skills and tools
  • Consistent partnership record and ability to build effective business relationships
  • Ability to troubleshoot and strong analytical skills
  • Effective change management skills; Ability to support & adapt within a changing environment
  • Strong interpersonal and team management skills set and previous experience


Preferred qualifications, capabilities, and skills

  • Prefer 15 years of experience/background in Payments and/ or incident management


JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V

About us

JPMorgan Chase & Co., 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veteran

About the Team

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

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