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Incident and Problem Management Analyst, Commercial Bank, Associate

Req #: 180002337
Location: Singapore, 01, SG
Job Category: Technology
Job Description:
The successful candidate would have experience of Major Incident management in financial institutions in the past and excellent written/verbal communication skills. The role also requires leadership of the floor ensuring all incidents are handled with full due diligence and extensive partnership with other Incident Management teams within GICC.


As an Incident Management Analyst, you are responsible for the following:

  • Providing 12 x 7 production support coverage on a rotational basis with primary hours being Sun–Tues 7:30 AM-8:30 PM SGT or Thurs-Sat 7:30 AM-8:30 PM SGT (Wednesdays required on a rotational basis every other week)
  • Monitor P1 tickets which impact CB business and engage/escalate to key resources from technology/business.
  • Managing incident bridge calls and driving work-streams to mitigate an incident.
  • Facilitating the incident chats by creating work-streams and ensuring close to real time information on the status of the incident.
  • Partnering with Commercial Bank Operate and AD teams in driving resolution for CB owned production issues. 
  • Collaborate with other LOB PAC teams to identify incidents impacting Commercial Bank, specifically with CIB/CCB teams for client impacting issues and GTI for infrastructure issues impacting CB users.
  • Writing timely and accurate executive style technical communications. Providing detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call management.
  • During incident and upon closure, follow-up with technology and business stakeholders until the final impacts for CB are identified and recorded in HPSM accurately.
  • Representing Commercial Bank for enterprise-wide issues.
  • Review the monitoring tools / ongoing incidents and send Start of Day reports for CB.
  • Produce monthly reports for International Business Control Forum.
  • Produce weekly report of CB notable incidents.
  • Document knowledge acquired in past incidents into relevant support documentation, primers and knowledge systems.


As a Problem Management Analyst, you are responsible for the following:

  • Lead root cause investigation for CB owned P1 incidents by coordinating with resolvers to arrange formal RCA calls, identifying root cause, assigning actions with agreed due date and validating the solution with senior management once completed.
  • Govern the CB Problem Management process by partnering with AIO Problem Managers and be the point of contact for the problem management process or tool related queries/training.
  • Participate in RCA calls led by other LOBs, for P1s which impacted Commercial Banking business.
  • Partner with other Problem Management teams in the region to share and apply best practices.
  • Perform Trend analysis to understand the state of the environment and take necessary actions.
  • Produce weekly and monthly problem management reports / dashboards.

Required skills:

  • Strong problem solving skills – probing to understand flow logistics and engage relevant support.
  • Clear and concise written and oral communication skills and proven ability to articulate technical details to a wide range of audiences.
  • Ability to work through ambiguity and work under pressure.
  • Multi- tasking is essential – listening, writing, reviewing and sending executive communications.
  • Ability to build a close relationship with the business and communicate potential client impacting issues.
  • Ability to respond quickly for a CB owned incident and send accurate communications (business and technical).
  • Ability to research continuously in an unfamiliar situation to get answers which would help Commercial Bank to identify, triage, communicate and record the true impacts for the business.
  • Ability to multi-task and prioritize while handling multiple incidents.


Essential skills:

  • 5+ years of experience within a technology environment.
  • 2+ years of Major Incident Management experience.
  • At least ITIL V3 foundation certified.  
  • Experience conducting root cause analysis, documenting findings, and designing plans to rectify production issues.
  • Excellent documentation skills. Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint.
  • Bachelor’s degree in business, mathematics, engineering, information systems, computer science or related field preferred
  • General knowledge of IT infrastructure including networks, storage networks, infrastructure, load balancing, server clustering, databases and application architecture
  • Proven analytical skills, especially in analysis of complex IT dependencies.


Preferred skills:

  • Familiar with technologies such as Oracle 11g, SQL, UNIX and working experience with internal cloud environments.
  • Experience in using tools such as ITSM, HPSM, JIRA AppDynamics, Edge, APICA, SQL Server Management Studio, SQL Navigator and Control-M.
  • Previous experiences in ensuring applications are available by performing various levels of checks and validations post patching.
  • Previous experience in handling weekly or weekend change requests raised by the Development teams.
  • Previous experience in supporting technology services for Commercial Bank environment where the product is owned by other lines of business.
  • ITIL V3 Intermediate Service Operations or higher certification.
  • Previous experience of handling technology major incidents for Wholesale / Corporate Banking / Treasury Services.
  • Previous experience in service management tools such as HPSM or ServiceNow.
  • Familiarity of monitoring tools such as Edge, Apica, AppDynamics and Splunk. 
  • Technical and business knowledge on loan syndication and commercial real estate products.
  • Business knowledge on corporate banking/treasury services applications and business flow.
  • Previous experience of handling major incident management in a shift model and turning over incidents to peers in North America.
Our Commercial Banking division uses technology driven by innovative minds like yours to provide companies, as well as real estate owners and investors with a range of financial solutions designed to help them achieve their business goals. With annual client revenues ranging from $20 million to over $2 billion, the service and the solutions we provide is critical to both our and our clients’ success.

When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world. 


At JPMorgan Chase & Co. 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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