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Incident Manager at JPMorgan Chase Bank, N.A.

Posted in General Business 12 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Houston, Texas

Job Description:

Working in Application Support means you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm. You'll work collaboratively in teams on a wide range of projects based on your primary area of focus: design or programming. While learning to fix application and data issues as they arise, you'll also gain exposure to software development, testing, deployment, maintenance, and improvement, in addition to production lifecycle methodologies and risk guidelines. Finally, you'll have the opportunity to develop professionally -and to grow your career in any direction you choose.

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.
  • 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 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.

Equal Opportunity Employer/Disability/Veterans