Senior Incident & Event Process Lead

JPMorganChase; Buenos Aires; Presencial; ARS 1.200.000 - 2.300.000; Jornada completa

Descripción de la vacante

JPMorganChase is seeking an experienced process professional to own the firmwide Incident and Event Management lifecycle across technology teams. You will define governance, publish standards, and drive continuous improvement while coordinating with Production Support, SRE, and control functions.

You will ensure audit readiness, develop evidence requirements, and lead training to improve policy adherence and risk management. Fluent English is required for this global role.

Formación

• Experience owning firmwide Incident and Event Management processes.
• Ability to define and maintain policies, standards, procedures, and job aids with RACI.
• Experience with governance routines, version control, review cadence, and sign‑off.
• Support audit readiness with evidence requirements and remediation activities.
• Experience in KPI/KRI monitoring, quality sampling, and action tracking.
• Collaborates with Production Support, SRE, engineering, and control functions.
• Proficient in ServiceNow for process enablement and data quality.
• Strong multitasking, prioritization, and stakeholder management.
• Excellent written and verbal communication, including policy documentation.

Responsabilidades

• Own the firmwide Incident Management and Event Management process lifecycle across technology teams.
• Define, publish, and maintain policies, standards, procedures, and job aids (RACI, workflows, artifacts).
• Establish governance routines: reviews, version control, approvals, exception handling, sign‑offs.
• Own controls and audit readiness: define evidence, coordinate audits, remediation.
• Monitor process compliance via KPIs/KRIs, quality sampling, and testing to identify gaps and risks.
• Partner with Production Support, SRE, engineering, infrastructure, and control functions to ensure consistent execution.
• Administer and mature ServiceNow process enablement for auditability and reporting.
• Lead continuous improvement: standardization, simplification, automation where fits, reduce rework.
• Develop and deliver communications and training to reinforce standards and health of processes.

Conocimientos

Incident Management

Event Management

ITIL

Policy & Governance

RACI & workflows

ServiceNow

Audit readiness

KPI/KRI reporting

Stakeholder management

English proficiency

Herramientas

ServiceNow

Descripción del empleo

JPMorganChase is seeking an experienced process professional to own the firmwide Incident and Event Management lifecycle across technology teams. You will define governance, publish standards, and drive continuous improvement while coordinating with Production Support, SRE, and control functions.

You will ensure audit readiness, develop evidence requirements, and lead training to improve policy adherence and risk management. Fluent English is required for this global role.