JPMorgan Chase
Houston, TX

Cloud Major Incident Manager at JPMorgan Chase (Houston, TX)

| Houston, TX
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Job Description Our customers and communities matter to us at Chase, and we recognise that in order to deliver a first-class service, it's our people that do this, without exception, in a first-class way.
There's never been a more exciting time to work in Technology; we have built a cloud native bank and we want to give talented people like you, an opportunity to work with us at the leading edge.
The teams we build are as diverse and culture rich as the communities we serve, and we consider that to be a foundation stone for our thriving working environment.
After successfully launching a brand-new retail bank into the United Kingdom, we're super excited to be scaling up our Chase brand and growing our team with it. To that end, we're looking for exceptional Incident Managers who have experience working in highly available, high transaction throughput technology contexts. You'll most likely be working in a start-up or scale up and are accustomed to managing incidents that have the potential to disrupt the customer experience and are looking for a new context and somewhere to grow your career.
We're looking for a customer obsessed, critical thinker who is able to join the dots up from multiple data points and someone who loves driving a timely solution to complex problems by facilitating, challenging and getting the best out of the team you assemble during an incident to drive the right outcomes for our customers.
As you know, technology doesn't sleep, so the Global team you'd be joining support availability on a 24/7/365 basis. We operate a follow the sun model, which means you'll work your daylight hours and handover to one of our other Incident Management teams when your shift finishes for the day. The role does require weekend support as part of a rotating shift-based coverage. As we mature, we may consider moving this to an on-call arrangement.
In return we'll invest in your growth and career development at Chase, as you'll be working as part of a global network, supporting the newest and innovative cloud-based technologies.
As part of Chase's global team of technologists and innovators, your work will have a massive impact, both on us as a company, as well as our customers in the UK and eventually throughout Europe.
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.
  • Ability to assess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments.
  • The ability to 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.

Core Requirements:
  • 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
  • Exposure to modern distributed database technologies including Cockroach DB is desirable.
  • 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).

At Chase 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.
About Us JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
About the Team Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
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Technology we use

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What are JPMorgan Chase Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Diversity
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Professional Development Benefits
Tuition Reimbursement
Diversity Program

An Insider's view of JPMorgan Chase

What’s the vibe like in the office?

My favorite thing about JPMorgan Chase is the vast number of problems we solve, and the diversity it takes to do that. Moving money, enabling payments and producing a world class customer experience are just a fraction of what we work on. Because the office is so casual and open, I get to participate in discussions on all of this.

Nick S.

Executive Director, Software Engineering

What projects are you most excited about?

As one of the largest financial institutions in the world, our scope of impact is huge. Knowing that a system we deliver is responsible for things millions do daily such as paying for groceries, withdrawing cash, or getting a loan pushes us toward solutions that scale, which is the most challenging but also the most rewarding part of our projects.

Edwin T.

Executive Director, Site Reliability Engineering

How does the company support your career growth?

JPMorgan has helped me develop as a professional – both as a technologist and as a business leader. I have taken advantage of executive leadership training and development aligned to the firm’s culture of “How We Do Business.” I feel good about working for a firm that invests in its #1 asset – US!

Lupe C.

Executive Director

How do you empower your team to be more creative?

Empowerment for Idea generation, problem solving and innovation is best coming from those who do the work. I engage my technologist in high profile work and foster an environment where ideas are welcome. Empowerment of our technologists is the key to success. Teams dig in, innovate and identify ways to create a better client experience.

Dawn T.

Managing Director, Software Engineering

How does the company support your career growth?

Working at JPMC has been a wonderful experience. I love how much JPMorgan Chase cares about its communities by offering support of technologists to local non-profit organizations through social innovation programs. The company also invests in its employees and provides many learning opportunities to us.

Meng M.

Software Engineer

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