Technology Support III- Incident Response

JPMorganChase•Houston, TX

About The Position

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.

Requirements

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

Nice To Haves

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

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