Applications Support, Major Incident Manager

3 days ago

Singapore JPMorgan Chase & Co Full time

**JOB DESCRIPTION**

**Job responsibilities**
- Establishes strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios
- Adheres to critical process and procedure, and appropriate escalations in support of production incidents
- Applies technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution
- Distributes clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
- Captures and documents incident data accurately
- Prepares appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process
- Provides 24x7 production support coverage on rotational basis as part of global follow-the-sun team (12-hour shift pattern with no night shift)

**Required qualifications, capabilities, and skills**
- Bachelor's Degree in Computer Science/Information Systems/Engineering or related disciplines
- Minimum 3 years of experience in incident management, IT service delivery, IT service desk, IT operations in an enterprise scale environment
- Extensive customer service, communication, and client interaction skills
- Good working knowledge of Service Now, JIRA and SharePoint
- Knowledge of AWS Cloud, Kubernetes and monitoring tools (Splunk, Dynatrace, etc.)
- Possess analytical, critical thinking and troubleshooting skills
- Strong ability to think and act independently to resolve production issues
- Ability to act with a sense of urgency and agility
- Ability to multitask in a fast-paced environment utilizing multiple tools
- Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

**Preferred qualifications, capabilities, and skills**
- ITIL certified, or Certified Scrum Master (CSM)

**ABOUT US**

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

**ABOUT THE TEAM

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