Major Incident Manager - Chase

Location: Dublin, Ireland

Job Family: Technology Support

About the Role

At JPMorgan Chase, we're shaping the future of digital banking in the UK, and as a Major Incident Manager in our Chase Technology Support team, you'll play a pivotal role in ensuring seamless, reliable services for millions of customers. Based in Dublin, Ireland, this position involves driving the end-to-end management of critical incidents that could impact our innovative digital platforms, from mobile banking apps to payment processing systems. You'll work within a dynamic, collaborative environment at one of the world's leading financial institutions, where technology meets finance to deliver secure, efficient, and customer-focused solutions. Your expertise will help mitigate risks, restore services swiftly, and contribute to building resilient systems that support Chase's growth in the competitive European market. In this role, you'll lead high-impact incident responses, coordinating with global teams to triage, resolve, and learn from disruptions in real-time. Expect to analyze complex issues in a regulated financial landscape, leveraging ITIL processes to minimize downtime and ensure compliance with standards like GDPR and FCA. You'll also shape incident management strategies by conducting thorough post-mortems, identifying systemic improvements, and fostering a culture of proactive risk management. This isn't just about reacting to problems—it's about partnering with engineers, product owners, and executives to innovate and fortify Chase UK's digital infrastructure against evolving threats in the fintech space. Joining JPMorgan Chase means being part of a supportive community that values diversity, inclusion, and professional growth. You'll have access to cutting-edge tools, ongoing training, and opportunities to advance your career in technology support. If you're passionate about making a tangible difference in digital banking and thrive in fast-paced, high-stakes scenarios, this role offers the chance to drive impactful change while enjoying the benefits of working with a global leader in financial services.

Key Responsibilities

• Lead the coordination and resolution of major incidents impacting Chase UK's digital banking services, ensuring minimal disruption to customers
• Facilitate incident triage, escalation, and post-incident reviews to drive continuous improvement in operational resilience
• Collaborate with cross-functional teams including engineering, operations, and compliance to implement effective incident response strategies
• Monitor and analyze incident trends to proactively identify risks and enhance system reliability in the financial services ecosystem
• Communicate incident status updates to senior stakeholders and executives, maintaining transparency during high-pressure situations
• Develop and maintain incident management playbooks tailored to Chase's digital banking infrastructure
• Ensure adherence to regulatory standards and internal policies during incident handling
• Mentor junior team members on incident management processes and best practices
• Contribute to the evolution of Chase UK's technology support framework by incorporating lessons learned from incidents
• Participate in on-call rotations to support 24/7 incident response for global banking operations

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in IT incident management, preferably in a financial services environment
• Proven track record in managing major incidents in high-stakes, 24/7 operational settings
• Strong understanding of ITIL framework and incident management best practices
• Experience with digital banking platforms or financial technology systems
• Ability to work in a fast-paced, regulated environment with strict compliance requirements
• Fluency in English; additional languages such as Irish or other European languages are advantageous

Preferred Qualifications

• ITIL certification (Foundation or higher)
• Experience in the banking or financial services sector, particularly with Chase or similar institutions
• Knowledge of regulatory frameworks like GDPR, PCI-DSS, and FCA guidelines
• Prior leadership in cross-functional teams during crisis situations
• Familiarity with cloud-based infrastructures such as AWS or Azure in a financial context

Required Skills

• Expertise in IT incident management tools like ServiceNow or PagerDuty
• Proficiency in root cause analysis and problem-solving methodologies
• Strong communication and stakeholder management skills
• Knowledge of cybersecurity incident response in financial systems
• Experience with monitoring tools such as Splunk or ELK Stack
• Leadership and team coordination abilities under pressure
• Analytical skills for incident trend analysis and reporting
• Familiarity with agile methodologies in technology support
• Technical understanding of APIs, microservices, and digital payment systems
• Risk assessment and compliance knowledge in banking regulations
• Crisis management and decision-making in time-sensitive scenarios
• Proficiency in data visualization tools like Tableau for incident metrics
• Adaptability to evolving technologies in fintech
• Empathy and customer-centric approach to service disruptions
• Project management skills for post-incident improvement initiatives

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance coverage
• Generous retirement savings plan with company matching contributions
• Paid time off including vacation, sick leave, and parental leave
• Professional development opportunities through JPMorgan Chase's learning programs and certifications
• Employee stock purchase plan and financial wellness resources
• Flexible hybrid work arrangements in Dublin, Ireland
• Access to on-site fitness facilities and wellness programs

JP Morgan Chase is an equal opportunity employer.