Major Incidents/Problem Management at JPMorgan Chase

You have the opportunity to drive meaningful change in our digital banking operations. We empower you to shape a culture of continuous improvement and operational excellence. Your skills will help us reduce repeat incidents, enhance customer experience, and support our regulatory commitments. Join a collaborative team where learning and growth are valued. Your voice matters and your impact is celebrated.

Job Summary:

As a Problem & Incident Manager in the Chase International Consumer Bank team, you will evolve the Problem Management lifecycle for our UK digital bank while carrying substantial Incident Management responsibility. You lead post-incident reviews, drive rigorous root cause analysis, and define corrective actions to reduce repeat incidents and strengthen operational resilience. You combine reactive and proactive problem management, using data and trend analysis to address issues before they impact customers. You own and execute the Incident Management process for major incidents, ensuring swift restoration and clear communication. You partner with cross-functional teams to implement long-term solutions and foster a culture of learning and improvement.

Job Responsibilities:

• Lead post-incident reviews from preparation to high-quality root cause analysis documentation
• Apply industry-recognized RCA techniques to ensure evidence-based conclusions
• Develop, track, and validate corrective action plans, escalating blockers as needed
• Govern Problem Management processes and coach teams on best practices
• Execute reactive problem management by triaging and prioritizing problem records
• Execute proactive problem management by analyzing data to identify trends and resilience gaps
• Partner with teams to embed long-term solutions and coordinate change management
• Facilitate learning reviews and promote shared accountability for continuous improvement
• Report on Problem Management metrics and trends to senior stakeholders
• Build strong relationships with engineering, SRE, operations, risk, compliance, and vendors
• Respond to escalations, own the Incident Management process, and maintain authoritative timelines

Required Qualifications, Capabilities, and Skills:

• Experience leading Problem Management in high-availability, high-transaction environments
• Expertise in RCA methodologies and evidence-based analysis
• Strong analytical skills with the ability to interpret observability signals and technical findings
• Deep familiarity with ITIL practices, especially Problem, Incident, and Change
• Excellent real-time communication under pressure, including regulator-facing updates
• Experience facilitating major incidents and leading cross-functional incident bridges
• Ability to triage and manage multiple simultaneous incidents, prioritizing by impact
• Strong situational leadership, decision-making, time management under pressure and ability to influence and drive cross-team actions without direct authority
• Customer-centric mindset with sound judgment on business and regulatory impacts
• Familiarity with monitoring, alerting, and observability toolchains
• Proficiency with collaboration and workflow tools such as Service Now, Jira, Confluence, and customer communication tooling

Preferred Qualifications, Capabilities, and Skills:

• ITIL certification and/or qualifications in Lean Six Sigma, reliability engineering, or similar disciplines
• Experience working with agile teams, including backlog management and outcome-based delivery
• Familiarity with cloud-native architectures, microservices, APIs, and modern SRE practices
• Experience engaging external vendors in RCAs and corrective action delivery
• Knowledge of operational resilience frameworks and risk management in regulated environments
• Prior experience in Major Incident Management or Command Centre operations
• Experience coordinating customer communications during incidents