About JP Morgan
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with $2.6 trillion in assets and operations worldwide.
As a Chase contract employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.
Consumer & Community Banking (CCB) Production Management is accountable for maintaining the production environment for all Chase businesses including Chase.com, mobile banking, retail branches, lending, and customer service. Our Vision is to deliver an “always available” customer experience, where change is executed seamlessly in an automated and simplified environment. We are made up of high-performing teams with business and technical expertise partnering across the organization to drive continuous improvement, using ITIL-based processes and practices.
Job Description
Mission Control Incident Management (MCIM) focuses on high impacting or potential major incidents across Products within Consumer & Community Banking (CCB). MCIM strives to mitigate and/or resolve incidents with support from Mission Control App, SRE, AD, Product, and Tech Partners, as quickly as possible with the goal of supporting our object of “Always on, always available for every customer”.
MCIM provides industry leading standards within Incident Management. Our focus, with strong partnerships, remains on Command & Control, strong Communications; accurate Data Quality, and capturing and documenting mission critical information.
Job responsibilities
As a Major Incident Manager, you are responsible for the following:
- Owns and drives incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents
- Establishes strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios
- Adheres to critical process and procedure, and appropriate escalations in support of production incidents
- Applies technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution
- Distributes clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
- Supports follow-the-sun model and partners with the global Major Incident Management (MIM) team. This role is based in Singapore with a 12hours shift pattern, from 7:30 am to 07:30 pm Singapore time
Required qualifications, capabilities, and skills
- Bachelor’s degree in Computer Science/Information Systems/Engineering or related disciplines
- Minimum 2 years of experience in Incident Management, IT Service Delivery, IT Service Desk, IT Operations in an enterprise scale environment
- Strong ability to think and act independently to resolve production issues, and act with sense of urgency and agility
- Advanced analytical skills and displays history of achieving goals in a high-performance environment
- Ability to multitask in a fast-paced environment utilizing multiple tools
- Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals
Preferred qualifications, capabilities, and skills
- Knowledge of ServiceNow, JIRA, AWS Cloud, Kubernetes and monitoring tools (Splunk, Dynatrace, etc)
- Preferred ITIL certified, Certified Scrum Master (CSM) or Professional Scrum Master (PSM)
