Major Incident Manager

Our customers and communities matter to us at Chase and we recognise that in order to deliver a firstclass service its our people that do this without exception in a firstclass way.

Theres never been a more exciting time to work in Technology; we have built a cloud native bank and we want to give talented people like you an opportunity to work with us at the leading edge.

The teams we build are as diverse and culture rich as the communities we serve and we consider that to be a foundation stone for our thriving working environment.

After successfully launching a brandnew retail bank into the United Kingdom were super excited to be scaling up our Chase brand and growing our team with it. To that end were looking for exceptional Incident Managers who have experience working in highly available high transaction throughput technology contexts. Youll most likely be working in a startup or scale up and are accustomed to managing incidents that have the potential to disrupt the customer experience and are looking for a new context and somewhere to grow your career.

Were looking for a customer obsessed critical thinker who is able to join the dots up from multiple data points and someone who loves driving a timely solution to complex problems by facilitating challenging and getting the best out of the team you assemble during an incident to drive the right outcomes for our customers.

As you know technology doesnt sleep so the Global team youd be joining supportavailability on a 24/7/365 basis. We operate a follow the sun model which means youll work your daylight hours and handover to one of our other Incident Management teams when your shift finishes for the day. The role does require weekend support as part of a rotating shiftbased coverage. As we mature we may consider moving this to an oncall arrangement.

In return well invest in your growth and career development at Chase as youll be working as part of a global network supporting the newest and innovative cloudbased technologies.

As part of Chases global team of technologists and innovators your work will have a massive impact both on us as a company as well as our customers in the UK and eventually throughout Europe.

Responsibilities:

• Respond to escalations from our squads and vendors including escalated alerts from our monitoring stack. Owningexecuting and driving the Incident Management processes toresolution usingstrong facilitation planning and time management.
• Ability to assess and prioritise multiple incidents based on the customer business regulatory reputational and financial impacts knowing when to escalatewithout sacrificing SLA commitments.
• The ability to 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.
• Host and/or join Post Mortem meetings with key participants and accountable parties to ensure the correct focus is driven to identify root cause and deliver eradication actions with the correct ownership.
• Ensure the creation and progression of new problem tickets for recurrent service issues as per problem management process in a timely manner through to closure.
• 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 recognised as a high performing value adding team to Chase International Consumer Bank.

Core Requirements:

• Obsessive about the customer and colleague experience.
• Proven experience of solving complex incidents major incidents and crisis level events within a high availability high transactional technical environment ideally but not limited to AWS.
• Experience of working in an agile DevOps SRE Model
• Exposure to modern distributed database technologies including Cockroach DB is desirable.
• Working knowledge of cloudnative monitoring platforms including:
  • Prometheus
  • Thanos
  • Grafana
  • ElasticSearch & Kibana
• Proven ability to lead with influence work methodically and calmly under pressure facilitating and collaborating with colleagues to deliver the right outcomes for our business and customers.
• Proven experience of working with ITIL disciplines (Event Incident Problem Change & CSI).

At Chase we value the unique skills of every employee and were building a technology organization that thrives on diversity. We encourage professional growth and career development and offer competitive benefits and compensation. If youre looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world we want to meet you.