Major Incident Manager, Associate
JPMorgan Chase & Co
Singapore
1d ago

Working in Application Support means you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm.

You'll work collaboratively in teams on a wide range of projects based on your primary area of focus : design or programming.

While learning to fix application and data issues as they arise, you'll also gain exposure to software development, testing, deployment, maintenance and improvement, in addition to production lifecycle methodologies and risk guidelines.

Finally, you'll have the opportunity to develop professionally and to grow your career in any direction you choose.

As part of the Incident Management team, you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm.

You'll work collaboratively in teams on a wide range of projects based on your primary area of focus : design or programming.

While learning to fix application and data issues as they arise, you'll also gain exposure to software development, testing, deployment, maintenance and improvement, in addition to production lifecycle methodologies and risk guidelines.

Finally, you'll have the opportunity to develop professionally and to grow your career in any direction you choose.

This role requires a wide variety of strengths and capabilities, including :

  • BS / BA degree or equivalent experience
  • Basic knowledge of application development
  • Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
  • Working knowledge of development toolset to design, develop, test, deploy, maintain and improve software
  • Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals
  • Major Incident Management :

  • Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating customer impacting incidents quickly.
  • Establishing strong command and control of an Incident, establishing clear accountability and methodical evaluation of complex issue scenarios.
  • Competent and reliable adherence to critical process and procedure, and appropriate escalations in support of production incidents.
  • Applying technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution.
  • Distribution of clear and concise communications, summarizing incidents and the business / customer experience to a wide group of technical and non-technical audiences.
  • Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the production support staff and executive management.
  • Ensure incident data is accurately captured and documented in the incident recording tools.
  • Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
  • Provide additional support for any quarterly releases, conversions or projects as required.
  • Work Load Coordination :

  • Provide first level triage of new incidents and perform correlation of events
  • Assign Incident Managers to all Major Incidents
  • Be the point of contact between different Production Assurance Centers
  • Manage resources to ensure the most effective use of personnel
  • Provide high level Air Traffic Control of the production environment
  • 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
  • Possess critical thinking and troubleshooting skills.
  • Ability to think and act independently to resolve production issues.
  • Must display a history of achieving goals in a high performance environment.
  • Advanced analytical skills.
  • Must be able to multitask in a fast paced environment utilizing multiple tools.
  • 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).
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