6/3/2025 A Major Incident Manager
2 weeks ago
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 work in a high availability, high transactional technical environment, ideally but not limited to AWS. 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.
Job Responsibilities:
1. Respond to escalations from our squads and vendors, including alerts from our monitoring tools. Own, execute, and drive the Incident Management processes to resolution using strong facilitation, planning, and time management skills.
2. Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts, knowing when to escalate without sacrificing SLA commitments.
3. Communicate incident status, resolution, and impacts clearly and concisely to internal and external stakeholders; gather relevant information for regulators if needed.
4. Facilitate timely communication to customers to help manage their experience using our communication tools.
5. Host and/or participate in Post Mortem meetings with key stakeholders to identify root causes and ensure corrective actions are assigned and followed up.
6. Create and progress problem tickets for recurrent issues, ensuring timely resolution in accordance with problem management processes.
7. Promote a culture of learning that reduces repeat incidents through shared knowledge and best practices.
8. Review incidents across all priorities to identify root causes and impacts, providing accurate reports to key forums for decision-making.
9. Contribute ideas to improve our processes, practices, and stakeholder relationships, maintaining our reputation as a high-performing team.
Required Qualifications, Capabilities, and Skills:
1. Obsessive focus on customer and colleague experience.
2. Proven experience handling complex, major, and crisis incidents in high-availability, high-transaction environments, preferably including AWS.
3. Experience working within an agile, DevOps, or SRE model.
4. Working knowledge of cloud-native monitoring platforms such as:
- Prometheus
- Thanos
- Grafana
- ElasticSearch & Kibana
5. Ability to lead influence, work calmly under pressure, and collaborate effectively to achieve the right outcomes.
6. Experience with ITIL disciplines including Event, Incident, Problem, Change, and Continual Service Improvement (CSI).
Preferred Qualifications, Capabilities, and Skills:
- Exposure to modern distributed database technologies, including CockroachDB, is desirable.
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