Major Incident - Technology Support III

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Major Incident - Technology Support III team member in Consumer & Community Banking, Mission Control, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents
• Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.
• Adhering to critical process and procedure, and appropriate escalations in support of production incidents
• Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
• Ensure incident data is accurately captured and documented
• Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process
• Working as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Relevant Incident management experience in an enterprise scale environment
• Experience in Executive Presence, including the ability to summarize, recommend, and present issues and solutions to Senior Managers and Executive Leadership as needed
• Possess critical thinking and troubleshooting skills
• Strong ability to think and act independently to resolve production issues with a sense of urgency and agility
• Proven experience of achieving goals in a high-performance environment
• Advanced analytical skills
• Ability to multitask, work collaboratively in teams and develop meaningful relationships to achieve common goals
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.