Applications Support - Lead Incident Management
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
