Job Description
Join our team to play a pivotal role in managing ATM/IMCC incidents. Ensure timely resolutions and enhance customer experiences through effective communication and problem-solving. Be part of a dynamic environment where your expertise drives continuous improvement.
Job Summary
As an Incident Management Specialist within the ATM/IMCC team, you will manage incidents to ensure timely resolution and appropriate escalation. You will research ATM performance, resolve failures, and provide L1 application support. Your role involves responding to client inquiries and ensuring adherence to risk procedures
Job Responsibilities
- Research ATM performance and health.
- Resolve ATM failures and escalate vendor services.
- Provide L1 application support to other LOBs.
- Respond to client inquiries via phone or email.
- Analyze and resolve problems using multiple systems.
- Educate callers on processes and systems.
- Maintain adherence to risk procedures.
- Report privacy breaches as per protocols.
- Assist in risk assessment and compliance.
- Escalate concerns for speedy resolution.
- Participate in continuous improvement activities.
Required qualifications, capabilities, and skills:
- Hold a B.Tech, MBA, or BCom degree.
- Demonstrate excellent written communication skills.
- Exhibit prioritization and time management skills.
- Communicate effectively across leadership levels.
- Be proficient in MS Office.
- Work effectively within a team.
- Maintain confidentiality and multitask efficiently.
Preferred qualifications, capabilities, and skills:
- Possess technical qualifications or skills.
- Hold SQL, AWS cloud practitioner, or ITIL certification.
- Have prior Level 1 incident management experience.
- Demonstrate flexibility in handling cases.
- Engage in process improvements.
- Provide feedback using CI tools.
- Exhibit shared values and behaviors for a positive environment.
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
