Applications Support- Incident Manager

As a Major Incident Manager- Senior Response Team (SRT) member within Incident Management, you are responsible for the following:

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents
• Facilitate Management and Executive calls for complex and high impacting incidents
• Provide guidance to Incident Managers during Major Production incidents
• Serve as an escalation point of contact on long running, high priority incidents by supporting as a Production Manager
• Establish strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios
• Escalate to Senior Leadership as needed within our Incident Management guidelines
• Adhere to critical process and procedure, and appropriate escalations in support of production incidents
• Ensure adherence, governance, and Risk & Controls of the Incident Management processes both firm-wide and within Consumer & Community Banking (CCB)
• Apply technical/application/infrastructure knowledge and experience to develop and drive mitigation/resolution of incidents
• Assist the team with clear and concise incident communications - summarizing the technology issue and the business/customer experience to a wide group of technical and non-technical audiences
• Review reporting and dashboards to identify gaps and improvements within production and the team
• Work in an Agile environment - ensures process and procedures are understood, ever-greened and communicated
• Ensure incident data is accurately captured and documented
• Prime appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process
• Build partnerships and participation - understands and maintains healthy relationships with our business and technology partners
• Work as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis

Required Qualifications:

• BS/BA degree or equivalent experience
• 5+ years of experience within a technology environment is required
• Relevant Incident Management experience in an enterprise scale environment
• Knowledge of cloud technologies (AWS, Azure, Google, etc.), OSI, distributed and mainframe systems
• Extensive customer service, communication, and client interaction skills
• Possess critical thinking and troubleshooting skills
• Strong ability to think and act independently to resolve production issues
• Ability to act with a sense of urgency and agility
• Must display a history of achieving goals in a high-performance environment
• Advanced analytical skills
• Must be able to multitask in a fast-paced environment utilizing multiple tools
• Ability to work collaboratively and develop meaningful relationships to achieve common goals
• Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint
• ITIL knowledge and Jira experience

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents and perspectives that 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. (If you are a US or Canadian applicant with a disability and wish to request an accommodation to complete the application process, please contact us by calling the Accessibility Line (US and Canada Only) 1-866-777-4690 and indicate the specifics of the assistance needed.)

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans