Technology Support III - Major Incident Manager

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As the Technology Support III Major Incident Manager within Chase Travel, you will play a critical role in ensuring the seamless operation of our travel technology platform. You will be responsible for managing major incidents that affect our customers' travel experiences, ensuring that issues are resolved quickly and efficiently to minimize disruption. Your expertise will help maintain our commitment to providing a problem-free travel experience for our customers.

Job Responsibilities:

• Lead the response to major incidents affecting the Chase Travel platform, coordinating with cross-functional teams to restore service as quickly as possible.
• Act as the primary point of contact during major incidents, communicating effectively with internal stakeholders
• Ensure adherence to departmental processes and policies during major incidents
• Coordinate with other Chase teams as required during major incidents
• Ensure a customer-centric approach in all incident management processes, prioritizing customer satisfaction and experience.
• Provide timely updates to stakeholders during incidents, ensuring transparency and trust.
• Generate reports on incident trends, response times, and service levels, providing insights to senior management.
• Monitor and analyze incident metrics to identify areas for improvement.

Required Qualifications, Capabilities, And Skills:

• 3+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
• 5+ years of experience in incident management, in a technology or travel-related environment
• Experience utilizing ServiceNow, Dynatrace,Splunk, and other common support tools
• Strong understanding of ITIL framework and incident management processes
• Excellent communication and interpersonal skills, with the ability to work collaboratively accross teams in a fast paced environment
• Proven problem-solving skills and a proactive approach to managing incidents

Preferred Qualifications, Capabilities, And Skills:

• Experience with travel technology platforms or services is a plus.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

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.

Equal Opportunity Employer/Disability/Veterans