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Job Description
We know that people want great value combined with an excellent experience from a bank they can trust, so we launched our digital bank, Chase UK, to revolutionise mobile banking with seamless journeys that our customers love. We're already trusted by millions in the US and we're quickly catching up in the UK - but how we do things here is a little different. We're building the bank of the future from scratch, channelling our start-up mentality every step of the way - meaning you'll have the opportunity to make a real impact.
Join our rapidly growing digital bank, Chase UK, as a Major Incident Manager. As part of a global team providing 24/7/365 support, you'll have the opportunity to grow your career in a dynamic, customer-centric environment.
Job Summary:
As a Major Incident Manager within the Chase International Consumer Bank, you will be responsible for responding to escalations from our squads and vendors, owning, executing and promoting the Incident Management processes to resolution. Your role will be critical in ensuring the best customer and colleague experience, solving complex incidents, and contributing to the evolution of our processes and working practices.
Job Responsibilities:
* Respond to escalations from our squads and vendors, including escalated alerts from our monitoring stack.
* Command and control of Incidents bridge with squads and external vendors.
* Assess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts.
* Communicate the incident status, resolution and impacts to internal and external stakeholders clearly and concisely.
* Facilitate timely communications to customers to help manage their experience.
* Host and/or join Post Mortem meetings with key participants to identify root cause and deliver eradication actions.
* Ensure the creation and progression of new problem tickets for recurrent service issues.
* Drive a culture that reduces repeat incidents through shared learning.
* Support the review of all incidents to identify thematic root causes, impacts and actions.
* Contribute ideas to evolve our processes, working practices and stakeholder relationships.
Required qualifications, capabilities and skills:
* Obsessive about the customer and colleague experience.
* Proven experience of solving complex incidents within a high availability, high transactional technical environment.
* Proven ability to lead with influence and work methodically under pressure.
Preferred qualifications, capabilities and skills:
* Talented at building and maintaining relationships.
* Excellent communication skills (written and verbal) at all levels of seniority.
* A keen critical thinker.
* Ability to take charge of a situation and drive it forward.
* Experience of working in Event, Incident, Problem, Change management.
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. 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.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing.
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