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Corporate Technology, Incident Management, Associate, Singapore

Req #: 170081430
Location: Singapore, 01, SG
Job Category: Technology
Potential Referral Amount: 8000 Singapore Dollar (SGD)

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at

The Corporate Technology (CT) organization develops applications and provides technology support for corporate functions across JPMorgan Chase, including Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and all functions within the Corporate Administrative Office (CAO).
CT teams are aligned with corporate partners' evolving technology needs and the firm's ever expanding technology controls agenda.
A top CT priority is building scalable corporate systems. Teams focus on:
  • Responding to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments
  • Advancing the firm's Roadmap programs -- Single Sourcing of data, Architecture Convergence, and Rationalization of Platforms
  • Adopting industry leading technologies to support best-in-class business capabilities for high performance computing and data storage solutions
  • Driving innovation across the firm's corporate technology portfolio, increasing efficiencies through process automation, and Agile application development, with an emphasis on user experience and shorter development cycles
  • Investing in security & controls for cyber, access/entitlements uplift, data protection and application resiliency
Role Description
As the Incident Manager you will sit within the Production Assurance Center (PAC). The PAC delivers value to its clients through technical leadership, the development and delivery of fully optimized standards and innovative information technology solutions, which support the needs of the business.
The PAC delivers end-to-end service delivery for the Corporate Technology line of business (LOB); it also services the Technology Controls function.
The PAC is charged with the provision of 24*7 incident management cover for all high severity incidents that are either owned by or impact the Corporate Technology and/or Technology Controls LOBs.
The Corporate Technology PAC operates a flexible global follow-the-sun solution based out of the UK, North America, India & Singapore. It is delivered through a 24*5 staffed on-site model Monday through Friday, with the un-staffed hours being covered by a formal standby rota. The Singapore based PAC Incident Manager role is based around staffed on-site hours of 07:30 – 16:30 SGT Monday through Friday.
As an Incident Manager you will be in a highly visible role dedicated to all aspects of the firm-wide high priority Incident Management process. Your primary function as the Incident Manager is the restoration of service in the quickest possible timeframe, minimizing the impact to the business in the process.
The key responsibilities of the role include but are not limited to:
  • Executive communications
  • Incident severity escalation
  • Incident ticket administration & quality
  • Educating and training new team members and support staff on Production Assurance process
  • Engaging the appropriate resolver teams in support of achieving the time-to-repair (TTR) goals
  • Act as time keeper for all incidents recording the critical path recovery points
  • Ensure that the process is adhered to and incident details fields are documented accordingly for all Priority 1 tickets.
The PAC Incident Manager role requires you to commit to supporting a formal standby rota.
Qualifications & Experience
  • Minimum of 5  years of experience in a Global Incident Management role
  • Influential with the ability to facilitate & control a large scale audience
  • Excellent communication skills & the ability to operate under pressure
  • Deep understanding of running large scale technical & business bridge calls
  • Comfortable making decisions & exercising the management escalation process
  • Analytical mindset, problem solving & advanced technical troubleshooting skills
  • Experience with a broad range of client-server systems and applications, including hardware and software configurations,  clustering technologies, complex storage technologies and multi-domain systems
  • Experience of problem management and RCA (root cause analysis) a distinct advantage

J.P. Morgan is a place for talented people from all backgrounds and perspectives because our clients come from all backgrounds and perspectives. We encourage a culture of inclusion, where everyone's opinion counts and all employees have the freedom to deliver their absolute best. This is why we work hard and invest in attracting and developing a diverse workforce. Learn more about our Business Resource Groups in how they help our employees build successful careers and reach their greatest potential.

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