Consumer & Community Banking, Production Assurance - Incident Manager, Associate, Singapore-17005382

Job Reference: HH100
Employer/Agency: JPMorgan Chase & Co
Location: Singapore
Salary/Package: On application
Job Sector: General Management & Consulting
Date Posted:
Closing Date:

Job Description

About JP Morgan Chase & Co

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

About Chase Consumer & Community Banking (CCB)

Chase Consumer & Community Banking serves nearly 66 million consumers and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Our 129,000 employees serve our customers in 57.5 million households by following Chase's Five Keys to a Great Customer Experience.

CCB serves 23 million households at more than 5,471 branches in 23 states, 18,623 ATMs, online, through mobile and by phone.

Department Description

The Consumer & Community Banking (CCB) branded as Chase services retail customers in North Americas and Canada. CCB Production Management provides support for all technology enabled services within Chase. The Production Assurance Center (PAC) is responsible for ensuring service availability and service quality with Command Centers based in the US and Singapore. The Singapore based Global Incident Command Center (GICC) provides US overnight incident management coverage from 7:30 am to 7:30 pm (Singapore day coverage) through a shift system. The US GICC provides US day coverage.

Job Summary
As an Infrastructure Service Support Analyst, you are responsible for providing our customers and clients with a stable, secure environment in which to conduct business and utilize the services provided by JPMorgan Chase. You will also be responsible for providing daily production support, assisting in reporting significant issues and their impacts to CCB management. You will have similar experiences in the past and would have very good written and verbal communication skills. You will foster strong, global relationships, and gain satisfaction by steering a global workforce through structured collaboration and the use of processes and technology.

Key Responsibilities:

- Incident call facilitation, coordination and communications during critical outage situations.
- Call documentation, queue management, ticket analysis and interface to all LOBs for incident impact analysis via the Production Assurance process.
- Single voice for our line of business and for cross line of business incidents
- Manage all communications for critical customer impacting incidents.
- Timely and accurate global incident reporting for all incidents
- Maintenance and informational updates on internal intranet web page and knowledgebase
- End to end view of issues for objectivity
- Guidance to all support staff and vendors in driving a coordinated approach for results.
- Influence senior technology leads across organizations to ensure timely resolution of incidents

Key Skills/Experience
5+ years of relevant experience within a technology environment is required
Incident management experience
Extensive customer service and client interaction skills
Experience conducting root cause analysis, documenting findings, and designing plans to rectify production issues
Ability to properly address and resolve production issues
Demonstrates excellent verbal and written communication skills necessary to work effectively with a variety of individuals and organizations
Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint
Able to work a 12 hour shift pattern as determined by the hiring manager (work schedule will include a weekend).
Experience in working in large scale Global Command Centers
Experience working with geographically distributed and culturally diverse work-groups

J.P. Morgan is a place for talented people from all backgrounds and perspectives because our clients come from all backgrounds and perspectives. We encourage a culture of inclusion, where everyone's opinion counts and all employees have the freedom to deliver their absolute best. This is why we work hard and invest in attracting and developing a diverse workforce. Learn more about our Business Resource Groups in how they help our employees build successful careers and reach their greatest potential.
Job Applications Support
Primary LocationSG-01-Singapore-1 Changi / 33171
Schedule Full-time
Job Type Standard
Shift Day Job
Employee Status Regular
Corporate Brand JPMorgan Chase & Co.

Connect To Us