Major Incident Manager Chase

Join us at Chase UK where you can help redefine digital banking and deliver exceptional customer experiences. Youll be part of a diverse inclusive team that values curiosity innovation and collaboration. Were 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 resolution
• Command and control incident bridges with squads and external vendors
• Assess and prioritize multiple incidents based on customer business regulatory reputational and financial impacts
• Communicate incident status resolution and impacts to internal and external stakeholders
• Facilitate timely communications to customers using our communication tools
• Host and participate in post mortem meetings to identify root causes and deliver eradication actions
• Ensure creation and progression of problem tickets for recurrent service issues through to closure
• Drive a culture that reduces repeat incidents through shared learning
• Support review of all incidents to identify thematic root causes impacts and actions
• Contribute ideas to evolve processes working practices and stakeholder relationships
• Deliver accurate and timely reports to key forums to drive improved decision making

Required Qualifications Capabilities and Skills:

• Passionate about delivering exceptional customer and colleague experiences
• Proven experience resolving complex and major incidents in high availability high transactional technical environments
• Ability to lead with influence work methodically and calmly under pressure and collaborate to deliver optimal outcomes

Preferred Qualifications Capabilities and Skills:

• Skilled at building and maintaining relationships
• Excellent written and verbal communication skills across all levels of seniority
• Strong critical thinking abilities
• Proactive in taking charge and driving situations forward
• Experience with Event Incident Problem and Change management

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