Major Incident Manager

JPMorgan Chase & Co.; City of Edinburgh; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking exceptional Incident Managers to join their innovative technology team. This role offers a unique opportunity to work in a dynamic environment, managing critical incidents that impact customer experience. You will leverage your problem-solving skills and technical expertise to drive timely solutions while collaborating with diverse teams. As part of a global network, your contributions will significantly influence the company's growth and the satisfaction of customers across the UK and Europe. If you are passionate about technology and customer experience, this role is perfect for you.

Qualifications

• Experience in managing incidents in high availability environments.
• Ability to communicate clearly with stakeholders and manage customer experience.

Responsibilities

• Respond to escalations and manage incident resolution processes.
• Facilitate communications and host post-mortem meetings to identify root causes.

Skills

Incident Management

Problem Solving

Customer Experience

Agile Methodologies

DevOps Practices

Communication

Crisis Management

Tools

AWS

Prometheus

Grafana

ElasticSearch

Kibana

Cockroach DB

Job description

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Job Description

Our customers and communities matter to us at Chase, and we recognise that in order to deliver a first-class service, it's our people that do this, without exception, in a first-class way.

There's never been a more exciting time to work in Technology; we have built a cloud native bank and we want to give talented people like you, an opportunity to work with us at the leading edge.

The teams we build are as diverse and culture rich as the communities we serve, and we consider that to be a foundation stone for our thriving working environment.

After successfully launching a brand-new retail bank into the United Kingdom, we're super excited to be scaling up our Chase brand and growing our team with it. To that end, we're looking for exceptional Incident Managers who have experience working in highly available, high transaction throughput technology contexts. You'll most likely be working in a start-up or scale up and are accustomed to managing incidents that have the potential to disrupt the customer experience and are looking for a new context and somewhere to grow your career.

We're looking for a customer obsessed, critical thinker who is able to join the dots up from multiple data points and someone who loves driving a timely solution to complex problems by facilitating, challenging and getting the best out of the team you assemble during an incident to drive the right outcomes for our customers.

As you know, technology doesn't sleep, so the Global team you'd be joining support availability on a 24/7/365 basis. We operate a follow the sun model, which means you'll work your daylight hours and handover to one of our other Incident Management teams when your shift finishes for the day. The role does require weekend support as part of a rotating shift-based coverage. As we mature, we may consider moving this to an on-call arrangement.

In return we'll invest in your growth and career development at Chase, as you'll be working as part of a global network, supporting the newest and innovative cloud-based technologies.

As part of Chase's global team of technologists and innovators, your work will have a massive impact, both on us as a company, as well as our customers in the UK and eventually throughout Europe.

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.
• Ability to assess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments.
• The ability to 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.

Core Requirements:

• Obsessive about the customer and colleague experience.
• Proven experience of solving complex incidents, major incidents and crisis level events within a high availability, high transactional technical environment, ideally but not limited to AWS.
• Experience of working in an agile, DevOps, SRE Model
• Exposure to modern distributed database technologies including Cockroach DB is desirable.
• Working knowledge of cloud-native monitoring platforms including:
  • Prometheus
  • Thanos
  • Grafana
  • ElasticSearch & Kibana
• 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.
• Proven experience of working with ITIL disciplines, (Event, Incident, Problem, Change & CSI).

At Chase we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

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.