JPMorgan Payment Incident Manager II 

United States, Florida, Tampa 

677385835

Job responsibilities:

• Coordinate the Business response across Operations, Client Service, Product for Technical and Non-Technical Major Incidents. Creation of an Incident Management team capable of completing Major Incidents during the follow the sun designated times.
• Be part of a small team, looking to accept responsibility in helping managers organise staff coverage especially during the week and at weekend and bank holidays – Payment Incident Management is 24/7 – 365 days.
• Contribute and develop incident level reporting and presentations that supports the Global Incident Manager and Global Command Centre leads initiatives.
• Develop and conduct impact analysis including data analytics of impacting incident root cause, impact, and improvement.
• Coordinate and manage the execution of appropriate actions to recover business services as quickly as possible.
• Manage the documentation that supports Incident Management execute return to business-as-usual strategies.
• Liaise with the key stakeholders in different initiatives in support the team’s overall mission to support Payment Operations.
• Identify opportunities for strategic improvement or mitigation of business interruption and other risks.

Required qualifications, capabilities, and skills:

• 3 plus years’ experience or equivalent in managing issues, incident management and team management.
• Strong written and verbal communication skills, with ability to draft and edit executive level content concisely.
• Review and digest complex content and data, analyze and draw conclusions.
• Strong interpersonal skills, with proven ability to build strong partnerships, collaborate and drive outcomes.
• Enthusiastic Engagement – must be the positive point of contact, people come to you with incidents be the source of motivation/inspiration for individuals and teams looking for support and guidance.
• Conflict Resolution – there maybe times where personal points of view are contrasting, it’s the Incident Managers responsibility to hear all and drive the best outcome, irrespective of who suggests it.
• Troubleshoot and strong analytical skills, escalate and conduct first phase analysis.
• Support and adapt within a changing environment, payments is ever changing, Incident managers need to remain flexible according to business needs.
• Tampa day shift 10:30-19:30 with one in five global weekend senior escalation.

Preferred qualifications, capabilities, and skills:

• Knowledge of industry Incident management frameworks such as Information Technology Infrastructure library (ITIL)
• Deliver results accurately and efficiently while adapting to shifting priorities and ambiguity.
• Self-driven and organized with the ability to effectively prioritize and execute on multiple concurrent initiatives.
• Exhibits a deep-passion and pursuit of continuous learning.

Tampa day shift 10:30-19:30 with one in five weekend as senior escalation and or one in three weekends as duty Incident Manager. Depending on resource availability.

This role does not offer visa sponsorship.

This is a Hybrid position which will require the incumbent to commute/work on site 3 days a week and work from home 2 days a week.