Major Incident Manager

JPMorgan Chase & Co.; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a pioneering digital bank as a Major Incident Manager, where you'll be at the forefront of revolutionizing mobile banking. This role offers the chance to make a significant impact in a dynamic environment, responding to and resolving complex incidents while ensuring exceptional customer experiences. You'll collaborate with global teams, driving improvements in processes and practices. If you're passionate about customer service and thrive under pressure, this opportunity is perfect for you. Be part of a forward-thinking company that values your contributions and supports your career growth.

Qualifications

• Experience in high availability, high transactional environments is essential.
• Strong leadership and communication skills are crucial for success.

Responsibilities

• Manage escalated incidents and ensure timely resolution.
• Communicate effectively with stakeholders during incidents.
• Facilitate post-mortem meetings to identify root causes.

Skills

Customer Experience Focus

Incident Management

Problem Solving

Communication Skills

Leadership

Critical Thinking

Job description

• Locations: 4-5 Lochside View, Edinburgh, City of Edinburgh, EH12 9DH, GB
• Job Schedule: Full time
• Job Shift: Day

Job Description

We know that people want great value combined with an excellent experience from a bank they can trust, so we launched our digital bank, Chase UK, to revolutionise mobile banking with seamless journeys that our customers love. We're already trusted by millions in the US and we're quickly catching up in the UK – but how we do things here is a little different. We're building the bank of the future from scratch, channelling our start-up mentality every step of the way – meaning you'll have the opportunity to make a real impact.

Join our rapidly growing digital bank, Chase UK, as a Major Incident Manager. We're revolutionising mobile banking and building the bank of the future from scratch, offering you the chance to make a real impact. As part of a global team providing 24/7/365 support, you'll have the opportunity to grow your career in a dynamic, customer-centric environment.

Job Summary:

As a Major Incident Manager within the Chase International Consumer Bank, you will be responsible for responding to escalations from our squads and vendors, owning, executing and promoting the Incident Management processes to resolution. You will have the opportunity to work in a high availability, high transactional technical environment. Your role will be critical in ensuring the best customer and colleague experience, solving complex incidents, and contributing to the evolution of our processes and working practices.

Job Responsibilities:

• Respond to escalations from our squads and vendors, including escalated alerts from our monitoring stack. Own, execute and drive the Incident Management processes to resolution using strong facilitation, planning and time management.
• Command and control of Incidents bridge with squads and external vendors.
• Assess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments.
• 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 the problem management process in a timely manner through to closure.
• Drive a culture that reduces repeat incidents, helping to join the dots 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.

Required qualifications, capabilities and skills:

• Obsessive about the customer and colleague experience.
• Proven experience of solving complex incidents, major incidents within a high availability, high transactional technical environment.
• 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.

Preferred qualifications, capabilities and skills:

• Talented at building and maintaining relationships.
• Excellent communication skills (written and verbal) at all levels of seniority.
• A keen critical thinker.
• Ability to take charge of a situation and drive it forward.
• Experience of working Event, Incident, Problem, Change.

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.