JPMorgan Technology Support III Major Incident Manager 

Singapore 

67469875

Job responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Owns and drives incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents
• 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
• Supports follow-the-sun model and partners with global Major Incident Management (MIM) team. This role is based in Singapore with a 12hours shift pattern, from 7:30 am to 07:30 pm Singapore time

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
• Strong ability to think and act independently to resolve production issues, and act with sense of urgency and agility
• Advanced analytical skills and displays history of achieving goals in a high-performance environment
• 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

• Knowledge of ServiceNow, JIRA, AWS Cloud, Kubernetes and monitoring tools (Splunk, Dynatrace, etc)
• Preferred ITIL certified, Certified Scrum Master (CSM) or Professional Scrum Master (PSM)