Job 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 SummaryAs 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 ResponsibilitiesRespond 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 SkillsPassionate 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 SkillsSkilled 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 managementICBCareersAbout UsJ.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 TeamOur Corporate Technology team relies on smart, driven people like you to develop applications and provide tech support for all our corporate functions across our network. Your efforts will touch lives all over the financial spectrum and across all our divisions: Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and within the Corporate Administrative Office. You'll be part of a team specifically built to meet and exceed our evolving technology needs, as well as our technology controls agenda.