Technology Support III - Major Incident Manager

Propel operational success with your expertise in Major Incident Management and a commitment to continuous improvement.

As a Technology Support III - Major Incident Manager team member in Consumer & Community Banking - Mission Control, you will ensure the operational stability, availability, and performance of our production application flows.

Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities


* 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.


* Ensure 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.


* Distribute 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

Required qualifications, capabilities, and skills


* Formal training or certification on software engineering concepts and 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.


* 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

Preferred qualifications, capabilities, and skills


* Knowledge of ITL and Cloud Computing

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products.

Our mission is to create engaged, lifelong relationships an...