Global Incident Management Lead (Vice President) - Chase
Global Incident Management Lead (Vice President) - Chase
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Job Description
As the Global Manager of Incident Management within Chase International Consumer Bank you will spearhead the global strategy and execution of our Incident Management processes. This prestigious role entails overseeing escalations from our squads and vendors worldwide ensuring a consistent and effective approach to incident resolution. Your leadership will be pivotal in maintaining high availability and transactional integrity across our global operations ensuring an unparalleled customer and colleague experience resolving complex incidents and driving the evolution of our processes and working practices on a global scale. Furthermore you will lead the response to the most critical and severe incidents and crises and deputize for the Reliability Operations Lead providing leadership and strategic direction in their absence. Beyond this youll develop and maintain relationships with controls and 2LoD along with representing ICB in both Firmwide forums but also with our regulators and senior stakeholders.
This opportunity has great scope for career development into senior management and is well aligned for a high performing VP looking for their next role. Beyond this youll develop and maintain relationships with controls and 2LoD along with representing ICB in both Firmwide forums but also with our regulators and senior stakeholders.
At Chase we are committed to fostering a culture of excellence. We seek visionary leaders who can inspire collaboration assist upskill and learn from their global teams creating a truly exceptional workplace.
Job Responsibilities:
- Command a global team of approximately 25 Incident Managers across four strategic locations.
- Lead and oversee the global response to escalations from squads and vendors including escalated alerts from our monitoring stack. Own execute and drive the Incident Management processes to resolution with exemplary facilitation planning and time management.
- Lead the response to the most critical and severe incidents and crises ensuring swift and effective resolution.
- Deputize for the Reliability Ops Lead providing leadership and strategic direction in their absence.
- Assess and prioritize multiple incidents based on customer business regulatory reputational and financial impacts.
- Manage the expansion of ICB from an Incident Support standpoint as we scale up into new countries Markets and products ensuring adherence to local regulations and Legal Entity Requirements
- Ensure the highest quality of communication for incident status resolution and impacts to internal and external stakeholders including gathering relevant information to communicate to regulators.
- Host and/or join Post Mortem meetings with key participants and accountable parties to ensure the correct focus is driven to identify root causes and deliver eradication actions with the correct ownership.
- Cultivate a culture that reduces repeat incidents fostering shared learning across global teams.
- Support the review of all incidents across all priorities to identify thematic root causes impacts and actions detailing accurate and timely reports to key forums to drive improved decision-making.
- Contribute innovative ideas to evolve our global processes working practices and stakeholder relationships ensuring we continue to be recognized as a high-performing value-adding team to Chase International Consumer Bank.
- Build and manage relationships with senior (C-Suite) level management and serve as a point of contact.
- Build and maintain strong relationships with 1LoD 2LoD and 3LoD driving a transparent and collaborative culture.
- Share innovations and best practices with the wider firm driving positive change at JPMC.
- Manage and balance workload and capacity through agile methodologies across the team.
Required Qualifications Capabilities and Skills:
- Passionate about delivering an exceptional customer and colleague experience on a global scale.
- Proven experience in solving complex incidents and major incidents within a high availability high transactional technical environment.
- Demonstrated ability to lead with influence work methodically and calmly under pressure facilitating and collaborating with global colleagues to deliver optimal outcomes for our business and customers.
- Experience proven knowledge and awareness of Risk and Controls driving improvements.
Preferred Qualifications Capabilities and Skills:
- Skilled at building and maintaining relationships across global teams.
- Exceptional communication skills (written and verbal) at all levels of seniority.
- A keen critical thinker with a global perspective.
- Ability to take charge of a situation and drive forward on a global scale.
- Experience working with Event Incident Problem and Change management on a global level.
- Experience with regulator interactions.
#ICBCareer
Required Experience:
Chief
Employment Type
Full-Time
