Major Incident Manager

There’s 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 brand-new retail bank into the United Kingdom, we’re super excited to be scaling up our Chase brand and growing our team with it. As an Incident Management Lead for International Consumer Banking, your love of technology will inspire a team of creative problem solvers to find new ways to manage and support our day-to-day business needs. Here, you will put your years of solid critical thinking to use, helping to drive strategic change, managing budgets, people, and processes. You’ll be responsible for overall team management and mentoring of staff, as needed.

We’re 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 drive the right outcomes for our customers. 

As you know, technology doesn’t sleep, so the Global team you’d be joining support availability on a 24/7/365 basis. The role does require weekend support on-call arrangement.

In return we’ll invest in your growth and career development at Chase, as you’ll be working as part of a global network, supporting the newest and innovative cloud-based technologies. 

As part of Chase’s 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:      

• As an Incident Management regional Lead for International Consumer Banking, your love for technology will inspire a team of creative problem solvers to find new ways to manage and support our day-to-day business needs
• Here you will put your years of solid critical thinking to use, helping to drive strategic change, manage people and processes.
• You’ll foster and manage relationships, both internally as well with our clients, vendors, and business partners.
• Using industry best practices, you’ll oversee application troubleshooting, maintenance, identification, escalation and resolution of issues.
• You’ll be responsible for overall team management and mentoring of staff, as needed.
• One of the primary outcomes you will be accountable for is to protect our customer’s experience and ensure quickest triage of customer impacting incidents and minimizing customer impacts.
• Respond to escalations from our squads and vendors, including escalated alerts from our monitoring stack. Owning, executing and driving the Incident Management processes to resolution using strong 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 escalate without 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.
• 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:

• Bachelor’s Degree required, or equivalent combination of education, training, and experience
• Proven experience leading diverse teams in technology domains. 
• Proven experience of working with ITIL disciplines, (Event, Incident, Problem, Change & CSI) 
• Experience of working in an agile, DevOps, SRE Model
• Seasoned understanding of risk controls and compliance to departmental and company-wide standards.
• Obsessive about the customer and employee 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. 
• Exposure to modern distributed database technologies including Cockroach DB is desirable.
• Working knowledge of cloud-native 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. 

At Chase we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity.  We encourage professional growth and career development and offer competitive benefits and compensation.  If you’re 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. 

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