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Incident Management Shift Manager

Req #: 170116832
Location: Houston, TX, US
Job Category: Technology
Job Description:
Chase is the U.S. consumer and business banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.
 
As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.
 
Consumer & Community Banking (CCB) Production Management is accountable for maintaining the production environment for all of our Chase businesses including Chase.com, mobile banking, retail branches, lending and customer service. Our Vision is to deliver an “always available” customer experience, where change is executed seamlessly in an automated and simplified environment. We are made up of high-performing teams with business and technical expertise partnering across the organization to drive continuous improvement, using ITIL-based processes and practices.
 
As an Incident Management Manager, you are responsible for the following:  
  • Assist in providing 24 x 7 production support coverage on a rotating basis with primary hours being Wednesday - Saturday 7:30AM - 8PM ET.
  • Participate on Incident management bridge calls with the Priority support teams, on-call support application teams and management.
  • Ensure adherence and governance of all Incident Management processes both firm-wide and CCB.
  • Ensures staffing model and resources are adequately balanced to ensure proper coverage for Incidents
  • Reviews reporting to identify gaps and improvements
  • 360 degree partnership engagement and participation – understand and maintain healthy relationships with our partnership team
  • Promote and make available a culture of learning and upskilling. Make training such as ITIL, Edge Leadership available for the team.
  • Ensures process and procedures are understood, ever-greened and communicated timely.
  • Mid and EOY calibration sessions
  • Serves as escalation path on long running, high priority issues.
  • Escalates to Senior Leadership as needed in conjunction with IM process / guidelines
  • Responsible for the quality, accuracy and timeliness of the verbal and written communications
  • Provides support for the role of Production Manager as needed.
  • Ensure incident data quality standards are met across the team
  • Must hold regular staff meetings and 1:1s
  • Bachelors degree or equivalent work.
  • 10+ years of experience within a technology environment is required
  • Relevant Incident management experience in an enterprise scale environment.
  • Experience leading a small team (5-10 staff) is preferable
  • Experience interacting to different levels of leadership
  • Ability to think and work independently with minimal supervision
  • Must display a history of achieving goals in a high performance environment
  • Must be able to adapt to a fast paced change-oriented environment
  • Excellent communication skills necessary to work effectively with a variety of individuals and organizations.
  • Extensive customer service and client interaction skills.
  • Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint.

 

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