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Incident Management Analyst

Job Description

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.
 
Within Chase, Consumer Banking provides great products and an outstanding customer experience at over 5,600 branches and 18,700 ATMs in 23 states, as well as online and over the phone.
 
As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.

 

Consumer & Community Banking (CCB) provides technology support for applications across all lines of business. These applications are critical to ensuring an outstanding customer experience.
 
As an Incident Management Analyst, you are responsible for the following:
 
  • Assist in providing 24 x 7 production support coverage on a rotating basis with primary hours being Sun–Wed 7:30am-8pm OR Wed-Sat 7:30am-8pm (Weekends required on a rotational basis).
  • Participate on Incident management bridge calls with the Priority support teams, on-call support application teams and management.
  • Assist other ES Production Support staff and ES applications in driving to resolution of production issues.
  • Assist in driving to root cause for Enterprise Systems' applications.
  • Provide detail notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call production support staff.
  • Provide production support for any quarterly releases, conversions or projects.
 


  • Bachelors degree or equivalent work.
  • 5+ years of experience within a technology environment is required.
  • Experience with mainframe, distributed platforms and network topologies.
  • 3+ years of Incident management experience.
  • Extensive customer service and client interaction skills
  • Experience conducting root cause analysis, documenting findings, and designing plans to rectify production issues.
  • Ability to think and act independently to resolve production issues.
  • Must display a history of achieving goals in a high performance environment.
  • Excellent communication skills necessary to work effectively with a variety of individuals and organizations.
  • Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint.
 
Req #: 150091685
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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