Job Description As a Forensics Incident Manager you should have experience with, or a passion for, using data to identify/triage issues and a working knowledge of Incident Management practices to drive those issues to resolution.
Responsibilities:

• Quickly identify and bring together all required support teams and accountable parties to expedite triage and resolution of technical issues
• Coordinate and drive technical conversations on incident remediation efforts
• Assess and effectively communicate business impact, identify accountable parties and document action plan
• Providing frequent and meaningful business/client-centric executive summaries to our senior business and technology leaders as needed
• Determine Severity, Priority, and Risk based on known information, work with key stakeholders to drive remediation
• Maintain general oversight/awareness of our most significant issues/problems
• Ensure incidents are well documented and key parties identified for Root Cause Analysis
• Coordinate Executive communications to keep our senior leadership updated as needed

What you should know:

• Knowledge and experience with a wide range of enterprise technologies including, but limited to, Virtualization infrastructures, NetScalers, Proxy Servers, Distributed services, network infrastructure, telephony, remote access technologies, and authentication
• Understanding and/or experience in the Banking/Financial industry
• ServiceNow
• ITIL
• Splunk / Grafana

Soft Skills:

• Critical Thinking, Problem Solving and Deductive Reasoning, Leadership
• Commanding presence
• Active Listening
• Maintaining a professional demeanour
• Ability and confidence to act decisively
• Exercise influence over a wide variety of individuals at all levels of technical & business leadership
• Ability to multi-task and make good judgments in a dynamic and high impact environment.
• Ability to challenge the assumptions and information that does not reflect accurately the situation at hand
• Excellent phone / video presence and verbal / written communication skills
• Client centric mindset
• Ability to learn, develop and execute quickly.

Key accountabilities:

• Provide leadership for an operational team of queue and incident managers, collaborating with local/regional managers/partners to ensure consistency and accountability
• Primary incident manager for non-P1 related incidents
• Ensure all documentation and reporting is accurate and updated in a timely manner
• Continual service improvement, push all stakeholders to get better with each incident
• Build and maintain relationships with product teams, partner functions, and LOB representatives
• Contribute to evergreen knowledge for technicians and end users based on lessons learned

Education:

• Bachelor's Degree or equivalent work experience.

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 The Cybersecurity & Technology Controls group at JPMorgan Chase aligns the firm's cybersecurity, access management, controls and resiliency teams. The group proactively and strategically partners with all lines of business and functions to enable them to design, adopt and integrate appropriate controls; deliver processes and solutions efficiently and consistently; and drive automation of controls. The group's number one priority is to enable the business by keeping the firm safe, stable and resilient.
High Risk Roles (HRR) are sensitive roles within the technology organization that require high assurance of the integrity of staff by virtue of 1) sensitive cybersecurity and technology functions they perform within systems or 2) information they receive regarding sensitive cybersecurity or technology matters. Users in these roles are subject to enhanced pre-hire screening which includes both criminal and credit background checks (as allowed by law). The enhanced screening will need to be successfully completed prior to commencing employment or assignment.