Technology Support III- Incident Response

Testing Site - JPMC; Houston (TX); On-site; USD 90,000 - 135,000; Full time

Job summary

JPMorgan Chase is seeking a Major Incident Manager in the International Consumer Bank to drive incident management processes and ensure exceptional customer service across a distributed team. You will lead escalation handling and post-mortem activities, fostering a culture of continuous improvement and rapid resolution.

The role requires strong facilitation, planning, and communication skills to manage high-impact incidents and maintain financial and reputational integrity.

Qualifications

• 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.

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.

Skills

Incident management

Stakeholder communication

Decision making under pressure

Relationship building

Written & verbal communication

Event management

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

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