Major Incident Manager

Job Description
Join us at Chase UK, where you can help redefine digital banking and deliver exceptional customer experiences. You'll be part of a diverse, inclusive team that values curiosity, innovation, and collaboration. We're building the bank of the future, and your expertise will make a real difference for our customers. Grow your career while working with cutting-edge technology and passionate colleagues. Be empowered to contribute ideas and drive positive change.
Job Summary:
As a Major Incident Manager in the International Consumer Bank, you will play a key role in ensuring our customers receive outstanding banking experiences. You will work within a collaborative and geographically distributed team, focused on resolving complex incidents and driving continuous improvement. Your solution-oriented mindset and interest in technology will help us address customer needs and deliver seamless service. You will facilitate incident management processes, communicate effectively with stakeholders, and support a culture of shared learning.
Job Responsibilities:

• Respond to escalations from squads and vendors, owning and driving incident management processes to resolution
• 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
• 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 review of all incidents to identify thematic root causes, impacts, and actions
• Contribute ideas to evolve processes, working practices, and stakeholder relationships
• Deliver accurate and timely reports to key forums to drive improved decision making

Required Qualifications, Capabilities, and Skills:

• Passionate about delivering exceptional customer and colleague experiences
• Proven experience resolving complex and major incidents in high availability, high transactional technical environments
• Ability to lead with influence, work methodically and calmly under pressure, and collaborate to deliver optimal 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
• Proactive in taking charge and driving 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.
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.