Major Incident Manager - Chase

Nutmeg Saving and Investment Limited; Dublin; On-site; EUR 40,000 - 60,000; Full time

Job summary

A leading financial institution in Dublin seeks a Major Incident Manager to ensure outstanding banking experiences. You'll resolve complex incidents, collaborate with teams, and drive improvements in incident management processes. The ideal candidate will have experience in high availability environments and possess strong communication and leadership skills. If you are passionate about delivering exceptional customer experiences, this role is for you.

Qualifications

• Experience resolving complex incidents in high availability environments.
• Ability to lead and collaborate under pressure.

Responsibilities

• Respond to escalations and drive incident management processes.
• Communicate incident statuses to stakeholders.
• Participate in post mortem meetings to identify root causes.

Skills

Customer service excellence

Incident management

Collaboration

Communication skills

Job description

Join us at Chase UK, where you can help redefine digital banking and deliver exceptional customer experiences. You’ll be part of a diverse, inclusive team that values curiosity, innovation, and collaboration. We’re building the bank of the future, and your expertise will make a real difference for our customers. Grow your career while working with cutting‑edge technology and passionate colleagues. Be empowered to contribute ideas and drive positive change.

Job Summary

As a Major Incident Manager in the International Consumer Bank, you will play a key role in ensuring our customers receive outstanding banking experiences. You will work within a collaborative and geographically distributed team, focused on resolving complex incidents and driving continuous improvement. Your solution‑oriented mindset and interest in technology will help us address customer needs and deliver seamless service. You will facilitate incident management processes, communicate effectively with stakeholders, and support a culture of shared learning.

Job Responsibilities

• Respond to escalations from squads and vendors, owning and driving incident management processes to resolution
• Command and control incident bridges with squads and external vendors
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts
• Communicate incident status, resolution, and impacts to internal and external stakeholders
• Facilitate timely communications to customers using our communication tools
• Host and participate in post mortem meetings to identify root causes and deliver eradication actions
• Ensure creation and progression of problem tickets for recurrent service issues through to closure
• Drive a culture that reduces repeat incidents through shared learning
• Support review of all incidents to identify thematic root causes, impacts, and actions
• Contribute ideas to evolve processes, working practices, and stakeholder relationships
• Deliver accurate and timely reports to key forums to drive improved decision making

Required Qualifications, Capabilities, and Skills

• Passionate about delivering exceptional customer and colleague experiences
• Proven experience resolving complex and major incidents in high availability, high transactional technical environments
• Ability to lead with influence, work methodically and calmly under pressure, and collaborate to deliver optimal outcomes

Preferred Qualifications, Capabilities, and Skills

• Skilled at building and maintaining relationships
• Excellent written and verbal communication skills across all levels of seniority
• Strong critical thinking abilities
• Proactive in taking charge and driving situations forward
• Experience with Event, Incident, Problem, and Change management