Major Incident Manager

Join us at Chase UK, where you can help redefine digital banking and deliver exceptional customer experiences. You’ll be part of a diverse, inclusive team that values curiosity, innovation, and collaboration. We’re building the bank of the future, and your expertise will make a real difference for our customers. Grow your career while working with cutting-edge technology and passionate colleagues. Be empowered to contribute ideas and drive positive change.

Job Summary:
As a Major Incident Manager in the International Consumer Bank, you will play a key role in ensuring our customers receive outstanding banking experiences. You will work within a collaborative and geographically distributed team, focused on resolving complex incidents and driving continuous improvement. Your solution-oriented mindset and interest in technology will help us address customer needs and deliver seamless service. You will facilitate incident management processes, communicate effectively with stakeholders, and support a culture of shared learning.

Job Responsibilities:

• Respond to escalations from squads and vendors, owning and driving incident management processes to resolution
• Command and control incident bridges with squads and external vendors
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts
• Communicate incident status, resolution, and impacts to internal and external stakeholders
• Facilitate timely communications to customers using our communication tools
• Host and participate in post mortem meetings to identify root causes and deliver eradication actions
• Ensure creation and progression of problem tickets for recurrent service issues through to closure
• Drive a culture that reduces repeat incidents through shared learning
• Support review of all incidents to identify thematic root causes, impacts, and actions
• Contribute ideas to evolve processes, working practices, and stakeholder relationships
• Deliver accurate and timely reports to key forums to drive improved decision making

Required Qualifications, Capabilities, and Skills:

• Passionate about delivering exceptional customer and colleague experiences
• Proven experience resolving complex and major incidents in high availability, high transactional technical environments
• Ability to lead with influence, work methodically and calmly under pressure, and collaborate to deliver optimal outcomes

Preferred Qualifications, Capabilities, and Skills:

• Skilled at building and maintaining relationships
• Excellent written and verbal communication skills across all levels of seniority
• Strong critical thinking abilities
• Proactive in taking charge and driving situations forward
• Experience with Event, Incident, Problem, and Change management

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