You have the opportunity to drive meaningful change in our digital banking operations. We empower you to shape a culture of continuous improvement and operational excellence. Your skills will help us reduce repeat incidents, enhance customer experience, and support our regulatory commitments. Join a collaborative team where learning and growth are valued. Your voice matters and your impact is celebrated.

Job Summary:
As a Problem & Incident Manager in the Chase International Consumer Bank team, you will evolve the Problem Management lifecycle for our UK digital bank while carrying substantial Incident Management responsibility. You lead post-incident reviews, drive rigorous root cause analysis, and define corrective actions to reduce repeat incidents and strengthen operational resilience. You combine reactive and proactive problem management, using data and trend analysis to address issues before they impact customers. You own and execute the Incident Management process for major incidents, ensuring swift restoration and clear communication. You partner with cross-functional teams to implement long-term solutions and foster a culture of learning and improvement.

Job Responsibilities:

Lead post-incident reviews from preparation to high-quality root cause analysis documentation
Apply industry-recognized RCA techniques to ensure evidence-based conclusions
Develop, track, and validate corrective action plans, escalating blockers as needed
Govern Problem Management processes and coach teams on best practices
Execute reactive problem management by triaging and prioritizing problem records
Execute proactive problem management by analyzing data to identify trends and resilience gaps
Partner with teams to embed long-term solutions and coordinate change management
Facilitate learning reviews and promote shared accountability for continuous improvement
Report on Problem Management metrics and trends to senior stakeholders
Build strong relationships with engineering, SRE, operations, risk, compliance, and vendors
Respond to escalations, own the Incident Management process, and maintain authoritative timelines

Required Qualifications, Capabilities, and Skills:

Experience leading Problem Management in high-availability, high-transaction environments
Expertise in RCA methodologies and evidence-based analysis
Strong analytical skills with the ability to interpret observability signals and technical findings
Deep familiarity with ITIL practices, especially Problem, Incident, and Change
Excellent real-time communication under pressure, including regulator-facing updates
Experience facilitating major incidents and leading cross-functional incident bridges
Ability to triage and manage multiple simultaneous incidents, prioritizing by impact
Strong situational leadership, decision-making, time management under pressure and ability to influence and drive cross-team actions without direct authority
Customer-centric mindset with sound judgment on business and regulatory impacts
Familiarity with monitoring, alerting, and observability toolchains
Proficiency with collaboration and workflow tools such as ServiceNow, Jira, Confluence, and customer communication tooling

Preferred Qualifications, Capabilities, and Skills:

ITIL certification and/or qualifications in Lean Six Sigma, reliability engineering, or similar disciplines
Experience working with agile teams, including backlog management and outcome-based delivery
Familiarity with cloud-native architectures, microservices, APIs, and modern SRE practices
Experience engaging external vendors in RCAs and corrective action delivery
Knowledge of operational resilience frameworks and risk management in regulated environments
Prior experience in Major Incident Management or Command Centre operations
Experience coordinating customer communications during incidents

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.

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.

Major Incidents/Problem Management

Job Description