Job Description

As a Major Incident Manager, you are responsible for the following:

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents
• Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios
• Adherence to critical process and procedure, and appropriate escalations in support of production incidents
• Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution
• Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
• Ensure incident data is accurately captured and documented
• Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process
• Working as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis

This role requires a wide variety of strengths and capabilities, including:

• BS/BA degree or equivalent qualification
• Basic knowledge of application development
• Minimum 5 years' experience in incident management, IT service delivery, IT service desk, IT operations in an enterprise scale environment
• Extensive customer service, communication, and client interaction skills
• Possess critical thinking and troubleshooting skills
• Strong ability to think and act independently to resolve production issues
• Ability to act with a sense of urgency and agility
• Must display a history of achieving goals in a high-performance environment
• Advanced analytical skills
• Must be able to multitask in a fast-paced environment utilizing multiple tools
• Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.