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Form of workJOB DESCRIPTION
ABOUT THE TEAM
Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
As a Major Incident Manager, 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.
- Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.
- Adherence to critical process and procedure, and appropriate escalations in support of production incidents.
- Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.
- Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
- Ensure incident data is accurately captured and documented.
- Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
- Working as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis
This role requires a wide variety of strengths and capabilities, including:
- BS/BA degree or equivalent experience
- Basic knowledge of application development
- Relevant Incident management experience in an enterprise scale environment.
- 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.
- Knowledge of cloud technologies (AWS, Azure, Google, etc.) , OSI, distributed and mainframe systems
- Must be able to multitask in a fast-paced environment utilizing multiple tools.
- Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals
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
ABOUT THE TEAM
Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
