Technology Support III- Major Incident Manager

JOB DESCRIPTION

At JPMorgan Chase, we're building the bank of the future and expanding rapidly across the UK and Europe. You'll be part of a diverse, inclusive team that values curiosity and innovation. We offer you the chance to grow your career while helping us deliver seamless, trusted financial experiences. Your ideas and expertise will help us transform how customers interact with their bank.

Job Summary:

As a Major Incident Manager in the International Consumer Bank, you will play a key role in ensuring our customers receive exceptional service. You will work collaboratively within a geographically distributed team, driving incident management processes and supporting our mission to deliver intuitive banking journeys. You will help foster a culture of shared learning and continuous improvement, making a meaningful difference for our customers and our business.

Job Responsibilities:

• Respond to escalations from squads and vendors, including alerts from our monitoring stack
• Own, execute, and drive incident management processes to resolution using strong facilitation, planning, and time management
• Command and control incident bridges with squads and external vendors
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts
• Communicate incident status, resolution, and impacts to internal and external stakeholders clearly and concisely
• Facilitate timely communications to customers using our communication tools
• Host and participate in post mortem meetings to identify root causes and deliver eradication actions
• Ensure creation and progression of problem tickets for recurrent service issues through to closure
• Drive a culture that reduces repeat incidents through shared learning
• Support incident reviews to identify thematic root causes, impacts, and actions, providing accurate reports to key forums
• Contribute ideas to evolve processes, working practices, and stakeholder relationships

Required Qualifications, Capabilities, and Skills:

• Passionate about delivering exceptional customer and colleague experiences
• Proven experience solving complex and major incidents in high availability, high transactional technical environments
• Demonstrated ability to lead with influence, work methodically and calmly under pressure, and collaborate to deliver outcomes

Preferred Qualifications, Capabilities, and Skills:

• Skilled at building and maintaining relationships
• Excellent written and verbal communication skills across all levels of seniority
• Strong critical thinking abilities
• Ability to take charge and drive situations forward
• Experience with event, incident, problem, and change management

ABOUT US

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of 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 & Co. is an Equal Opportunity Employer, including Disability/Veterans

ABOUT THE TEAM

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.