JPMorgan Chase Jobs

Bring innovation and value to our team as a leader in Incident Management. You will oversee technical Incidents and ensure resolutions and processes are followed for best practices, lifecycle methodology, and overall risk top of mind for the Commercial Banking business.

As an Application Support Lead Incident Management professional, your dedication to innovation is essential to what keeps our company moving and thriving. In this role, you'll oversee application issues, including troubleshooting, maintaining, identifying, escalating and resolving. You'll ensure that the production changes your team makes are made keeping best practices, lifecycle methodology and overall risk top of mind. Partnering with Infrastructure Service Support team members, you'll dig into root cause analysis, production changes, budgetary, and staffing issues. You'll also draw on your experience to manage and mentor people to drive strategic change, both within your team as well as in collaboration with team members across JPMorgan Chase & Co.'s global network of innovators.

Job responsibilities

• Lead and direct incident managers to prioritize resources in response to major incidents

• Assess and document business impacts during incidents and manage escalations to stake holders as needed

• Support client-facing teams as they interact with impacted clients, including the production of client-facing materials and the identification of actions needed to fully mitigate actual or potential risks to our clients

• Collaborate with other Lines of Business teams supporting Treasury Services for client-impacting incidents and infrastructure platform issues to determine and manage potential impact to Commercial Bank

• Manage priority technology incidents, run incident bridge calls, facilitate incident chats with real-time information, escalate to senior management, and drive tasks to mitigate incident and client impacts

• Communicate accurately and timely in executive-style communications with a keen eye for consistency and technical accuracy to business and technical users

• Maintain ticket quality by documenting all incident information in the incident management tool and ensuring effective handover to problem management team

• Conduct regular follow ups with Commercial Bank technology and business stakeholders until the final impacts are accurately identified and recorded in the incident management tool

• Identify problems, processes, procedures, tools, and knowledge gaps proactively

Required qualifications, capabilities, and skills

• BS/BA degree or equivalent experience

• Experience with risk controls and compliance to departmental and company-wide standards

• Strong relationship building skills with technical and non-technical teams to achieve common goals

• Experience in the production environment with incident management

• Proficient with ITIL (Information Technology Infrastructure Library) based incident management processes

• Strong verbal and written communication skills especially in high pressure and ambiguous situations

• Experience in understanding regulatory requirements as they relate to technical operational resilience

• Leadership skills with the ability to foster business and technology relationships at all levels up to stakeholders

Preferred qualifications, capabilities, and skills

• Hands on technical incident management experience in a large scale production environment

• Solid knowledge of JPMC's business model, organization structure and experience working across all levels of the organization

• Banking or Financial Industry technology experience

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 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.

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.

JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans