Incident & Event Process Governance Lead

JPMorgan Chase & Co.; Buenos Aires; Presencial; ARS 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

JPMorgan Chase & Co. in Argentina seeks a Technology Support III to own and mature firmwide Incident and Event Management processes within Infrastructure Platforms.

You will define policies, drive governance, ensure audit readiness, and collaborate with Production Support, SRE, and control functions while maintaining high standards of documentation and data quality.

Fluency in English and ITIL-aligned practices are essential to succeed in this role.

Formación

• 3+ years owning and maintaining firmwide Incident and Event Management processes.
• Ability to document, govern, and update policies, standards, and job aids with versioning and approvals.
• Strong ITIL knowledge with hands-on incident and event management.
• Experience with process governance: KPIs/KRIs, audits, and remediation tracking.
• Knowledge of risk and controls, evidence requirements, and audit readiness.
• Proficient in ServiceNow for process enablement and data quality.
• Excellent written and verbal communication; able to present to senior management.
• Fluent in English.

Responsabilidades

• Own the firmwide Incident Management and Event Management process lifecycle, ensuring processes are controlled, documented, governed, maintained, and continuously improved.
• Define, publish, and maintain policies, standards, procedures, and job aids for Incident/Event Management, including RACI, workflow steps, and artifacts.
• Establish governance routines with review cadence, approvals, exception handling, and sign-off to ensure consistent adoption.
• Own controls and audit readiness by defining objectives, evidence, and quality checks; coordinate audit activities.
• Monitor process compliance via KPI/KRI reporting, sampling, and testing to identify gaps and training needs.
• Collaborate with Production Support, SRE, engineering, infrastructure, and control functions to drive consistent execution.
• Administer and mature ServiceNow process enablement to support auditability and reporting.
• Lead continuous improvement initiatives and measure outcomes with defined metrics.
• Develop stakeholder communications and training to reinforce standards and senior management visibility.

Conocimientos

Incident Management

Event Management

Process Governance

Audit Readiness

ServiceNow

ITIL

Stakeholder Management

English Proficiency

Herramientas

ServiceNow

ITSM Tools

Descripción del empleo

JPMorgan Chase & Co. in Argentina seeks a Technology Support III to own and mature firmwide Incident and Event Management processes within Infrastructure Platforms.

You will define policies, drive governance, ensure audit readiness, and collaborate with Production Support, SRE, and control functions while maintaining high standards of documentation and data quality.

Fluency in English and ITIL-aligned practices are essential to succeed in this role.