Join our rapidly expanding Chase brand as a Major Incident Manager, where you'll manage incidents in a high transaction throughput technology context. We're seeking a customer-focused, analytical thinker who thrives on solving complex problems and promoting the right outcomes for our customers. You'll be part of a global team providing 24/7/365 support, operating on a follow-the-sun model with potential for on-call arrangements in the future. This role offers an exciting opportunity to grow your career in a dynamic, customer-centric environment.

Job Summary:

As a Major Incident Manager within the Chase International Consumer Bank, you will be responsible for responding to escalations from our squads and vendors, owning, executing and promoting the Incident Management processes to resolution. You will have the opportunity to work in a high availability, high transactional technical environment, ideally but not limited to AWS. Your role will be critical in ensuring the best customer and colleague experience, solving complex incidents, and contributing to the evolution of our processes and working practices.

• 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.
• Assess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments.
• 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.

• 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
• 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.
• Proven experience of working with ITIL disciplines, (Event, Incident, Problem, Change & CSI).

• Exposure to modern distributed database technologies including Cockroach DB is desirable