Major Incident Manager

We know that people want great value combined with an excellent experience from a bank they can trust, so we launched our digital bank, Chase UK, to revolutionise mobile banking with seamless journeys that our customers love. We're already trusted by millions in the US and we're quickly catching up in the UK – but how we do things here is a little different. We're building the bank of the future from scratch, channelling our start-up mentality every step of the way – meaning you'll have the opportunity to make a real impact. 

Join our rapidly growing digital bank, Chase UK, as a Major Incident Manager. We're revolutionising mobile banking and building the bank of the future from scratch, offering you the chance to make a real impact. As part of a global team providing 24/7/365 support, you'll have the 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. 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. 

Culture is key. At Chase we strive to ensure we really have a great place to work. As such we are looking for natural team players who collaborate, assist, upskill and learn from their colleagues.

Job Responsibilities:

• 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.
• Command and control of Incidents bridge with squads and external vendors
• 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.  

Required qualifications, capabilities and skills:

• Obsessive about the customer and colleague experience. 
• Proven experience of solving complex incidents, major incidents within a high availability, high transactional technical environment, 
• 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.

Preferred qualifications, capabilities and skills: 

• Talented at building and maintaining relationships
• Excellent communication skills (written and verbal) at all levels of seniority 
• A keen critical thinker
• Ability to take charge of a situation a drive forward
• Experience of working Event, Incident, Problem, Change