JPMorgan Chase Commercial Card - Project Manager II - Deputy Incident Manager in Chicago, Illinois
The Commercial Card Incident Management team is responsible for ensuring client and business needs are operational by partnering to ensure an “always available” client servicing model. The Deputy Incident Manager will work closely with a cross-functional team in ensuring system incidents are reduced and mitigated to improve the client experience. This role offers visibility into product, technology, project management, and client experience functions within Commercial Card.
As a Deputy Incident Manager, you are responsible for the following:
Ownand drive incident management bridge calls and chats with productionmanagement, application development, infrastructure teams, and seniorleadership with the purpose of remediating customer impacting incidentsquickly.
Establishingstrong command and control of an Incident, establishing clearaccountability and methodical evaluation of complex issue scenarios.
Competentand reliable adherence to critical process and procedure, and appropriateescalations in support of production incidents.
Applyingtechnical and environmental knowledge and experience to develop and driveappropriate work streams, forming paths to resolution.
Distributionof clear and concise communications, summarizing incidents and thebusiness/customer experience to a wide group of technical andnon-technical audiences.
Providedetailed notes of highly visible production issues (P1 level tickets) on atimely basis to the production support staff and executive management.
Ensureincident data is accurately captured and documented in the incidentrecording tools.
Primingappropriate materials and follow ups to hand-off to the Root CauseAnalysis phase in the Problem Management process.
Provideadditional support for any quarterly releases, conversions or projects asrequired.
Workingas part of a rotational “on call” team as incidents emerge for clients
Bachelor's Degree required or equivalent experience, Master's Degree/MBA preferred
3 years of Incident Management experience required
Project/strategic planning and business background with understanding of assigned areas of responsibility, ie: Digital Services, Project Delivery Process & Credit Card Marketing
Ability to design and implement sustainable and resilient processes
Ability to lead and motivate cross-functional teams and interact with all levels
Ability to be flexible, follow tight deadlines, organize and prioritize work
Strong verbal and writing skills
Strong team building skills
Experience with user acceptance testing, information architecture, heuristic analysis, metrics development and deployment; and managing production issues to resolution
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.