As a Major Incident Senior Associate in Technology team, you will play a critical role in maintaining the availability and reliability of our cloud-native banking platform. Join us at the forefront of cloud technology, where your expertise will help shape the future of banking. At Chase, you’ll collaborate with a diverse, global team dedicated to delivering exceptional service and innovative solutions. We invest in your growth, offering opportunities to develop your skills and advance your career. If you thrive in fast-paced environments and are passionate about making a difference, this is your chance to be part of something extraordinary.

Job Summary:

You’ll respond to and manage high-impact incidents, ensuring timely resolution and clear communication with stakeholders. You will work closely with engineers and partners across the globe, driving continuous improvement and supporting our commitment to outstanding customer experiences. Your work will directly impact our customers in the UK and across Europe.

Job Responsibilities:

• Respond to escalations from squads and vendors, owning and driving the incident management process to resolution.
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts.
• Communicate incident status, resolution, and impacts clearly to internal and external stakeholders.
• Facilitate timely communications to customers using our communication tools.
• Host or participate in post-mortem meetings to identify root causes and drive eradication actions.
• Ensure creation and progression of problem tickets for recurrent service issues through to closure.
• Promote a culture of shared learning to reduce repeat incidents.
• Review incidents across all priorities to identify root causes, impacts, and actions, providing accurate reports to key forums.
• Contribute ideas to evolve processes, working practices, and stakeholder relationships for continuous improvement.
• Support weekend coverage as part of a rotating shift-based schedule.

Required Qualifications, Capabilities, and Skills:

• Passion for delivering outstanding customer and colleague experiences.
• Experience managing complex incidents in high-availability, high-transaction environments, ideally with AWS.
• Familiarity with agile, DevOps, or SRE models.
• Working knowledge of cloud-native monitoring platforms such as Prometheus, Thanos, Grafana, Elastic Search, and Kibana.
• Ability to work methodically and calmly under pressure, collaborating to deliver the right outcomes.
• Experience with ITIL disciplines, including Event, Incident, Problem, Change, and Continuous Service Improvement (CSI).

Preferred Qualifications, Capabilities, and Skills:

• Exposure to modern distributed database technologies, such as CockroachDB.
• Experience in start-up or scale-up environments.
• Strong analytical and critical thinking skills.
• Excellent communication and stakeholder management abilities.
• Familiarity with regulated environments and communicating with regulators.
• Experience supporting global teams in a follow-the-sun model.
• Ability to contribute to process and practice improvements.

At Chase, we value your unique skills and are committed to fostering a diverse and inclusive technology organization. We support your professional growth with competitive benefits and opportunities to tackle meaningful challenges that impact people and businesses worldwide. If you’re ready to make a difference, we want to meet you.