DescriptionJoin us at Chase UK, where you can help redefine digital banking and deliver exceptional customer experiences. You'll be part of a diverse, inclusive team that values curiosity, innovation, and collaboration. We're building the bank of the future, and your expertise will make a real difference for our customers. Grow your career while working with cutting-edge technology and passionate colleagues. Be empowered to contribute ideas and drive positive change.Job Summary:As a Major Incident Manager in the International Consumer Bank, you will play a key role in ensuring our customers receive outstanding banking experiences. You will work within a collaborative and geographically distributed team, focused on resolving complex incidents and driving continuous improvement. Your solution-oriented mindset and interest in technology will help us address customer needs and deliver seamless service. You will facilitate incident management processes, communicate effectively with stakeholders, and support a culture of shared learning.Job Responsibilities:Respond to escalations from squads and vendors, owning and driving incident management processes to resolutionCommand and control incident bridges with squads and external vendorsAssess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impactsCommunicate incident status, resolution, and impacts to internal and external stakeholdersFacilitate timely communications to customers using our communication toolsHost and participate in post mortem meetings to identify root causes and deliver eradication actionsEnsure creation and progression of problem tickets for recurrent service issues through to closureDrive a culture that reduces repeat incidents through shared learningSupport review of all incidents to identify thematic root causes, impacts, and actionsContribute ideas to evolve processes, working practices, and stakeholder relationshipsDeliver accurate and timely reports to key forums to drive improved decision makingRequired Qualifications, Capabilities, and Skills:Passionate about delivering exceptional customer and colleague experiencesProven experience resolving complex and major incidents in high availability, high transactional technical environmentsAbility to lead with influence, work methodically and calmly under pressure, and collaborate to deliver optimal outcomesPreferred Qualifications, Capabilities, and Skills:Skilled at building and maintaining relationshipsExcellent written and verbal communication skills across all levels of seniorityStrong critical thinking abilitiesProactive in taking charge and driving situations forwardExperience with Event, Incident, Problem, and Change management#ICBCareers