Major Incident Manager

7 days ago

Dublin, Dublin City, Ireland TN Ireland Full time

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 supports 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.

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. Own, execute and drive the Incident Management processes to resolution using strong facilitation, planning and time management.
  • Assess and prioritise multiple incidents based on 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 the 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 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).
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