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.