Major Incident Manager
Are you ready to make a real impact in digital banking? 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
#ICBCareers
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.
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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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion