Technology Support Lead - Major Incident Manager

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Job Description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Major Incident Manager in the Corporate and Investment Bank, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. You will be responsible for responding to escalations, owning, executing and promoting the Incident Management processes from initiation to resolution. You will have the opportunity to work in a high availability, high transactional technical environment. 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:

• Owning, executing and driving the Incident Management processes from initiation to resolution using strong facilitation, planning and time management.
• Command and control of Incident bridges with business, technology and external vendors.
• Assess and priorities multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments.
• Communicate the incident status, resolution and impacts to internal and external stakeholders clearly and concisely; including gathering relevant information to communicate to regulators.
• Facilitate timely communications to customers to help manage their experience using our communication tooling.
• Drive a culture that reduces repeat incidents, helping to join the dots up through shared learning.
• Support the review of all incidents across all priorities to identify the thematic root causes, impacts and actions detailing accurate and timely reports to key forums to drive improved decision making.
• Contribute ideas to evolve our processes, working practices and stakeholder relationships so that we continue to be recognized as a high performing, team with a constant focus on continual improvement
• Participate in post-incident reviews and lead improvement activities during downtime.

Required qualifications, capabilities, and skills

• SME knowledge and understanding of Incident Management best practices, skills and tools
• Expertise in running incident bridges/zoom for technology issues
• Excellent (both written and oral) communication skills - you can demonstrate confidence liaising with senior technology and business management
• Strong team player, proven ability to foster relationships from both a business and technical point of view
• Can repeatedly demonstrate strong adherence to process and procedures
• Experience with processes within the ITIL framework
• Broad understanding of technology frameworks, including mainframe, midrange, distributed, and cloud technologies.
• General understanding of Financial Services and key drivers of business performance.

Preferred qualifications, capabilities, and skills

• Application or production support experience preferred although Application Development experience a plus
• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Experience with Service Now is preferred
• ITIL training and certification preferred

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

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.