JOB DESCRIPTION
Join Chase and do impactful work that improves the customer's experience when they are using our product.
Job Summary:
As a Senior Product Delivery Associate in Cobrand & Partner Product Incident Management, you are trusted with resolving negative customer experiences through monitoring, working with cross-functional teams, building key relationships, and enabling the product to continuously deliver value to our stakeholders.
The role entails owning end-to-end incident management—triage, coordination, communications, and post-incident review—to drive restoration of systems/services while ensuring controls, compliance, and operational rigor. You will also drive AI-enabled incident operations by using automation and analytics to detect patterns, reduce repeat incidents, improve change readiness, and continuously strengthen stability and scalability.
Job Responsibilities:
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Lead triage, coordination, communications, and post-incident review for incident tickets.
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Run incident communications as a product: deliver crisp, audience-specific updates (technical + executive) with impact, scope, ETA/next update time, and decision/risk logs throughout the lifecycle.
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Lead cross-functional triage bridges: establish command structure, assign owners, drive time-boxed troubleshooting, remove blockers, and keep teams aligned to restore service within agreed timelines.
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Own end-to-end incident tracking: maintain a single source of truth for timelines, actions, owners, dependencies, and status; ensure closure criteria are met and artifacts are complete.
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Translate incident data into insights: identify themes and trends across incidents (top drivers, recurring components, change-related failures, control gaps) and present actionable narratives to leaders.
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Convert insights into measurable actions: create prevention playbooks and prioritized remediation backlogs; define success metrics (e.g., reduced repeats/MTTR) and track actions to completion.
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Drive AI-enabled automation: using AI to drive alert correlation/noise reduction, anomaly detection, auto-triage routing, and incident summarization to accelerate diagnosis and reduce manual toil.
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Operationalize proactive reliability: use trend analytics to recommend targeted automation, monitoring improvements, and resiliency work before issues become incidents.
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Standardize and continuously improve process: refine severity frameworks, comms templates, escalation paths, and runbooks based on lessons learned and performance outcomes.
Required qualifications, capabilities, and skills:
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3+ years of experience in incident management/IT operations/SRE support within an enterprise environment.
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Proven ability to lead triage calls across application, infrastructure, and vendor teams, driving rapid decisions and timely restoration.
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Strong executive-ready communication skills: concise status updates, impact articulation, ETA management, and stakeholder alignment under pressure.
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Demonstrated experience building and maintaining incident timelines, action trackers, and post-incident artifacts (RCA, corrective actions, lessons learned) with disciplined follow-through.
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Track record of identifying themes and trends (recurring failure modes, top drivers, change-related incidents) and converting insights into prioritized remediation with measurable outcomes.
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Working knowledge of ITIL/incident, problem, and change management concepts, including risk/controls mindset and audit-ready documentation.
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AI focused mindset for continuous improvements in various areas (e.g., alert correlation, auto-ticket enrichment/summarization, anomaly detection, routing/noise reduction) in partnership with engineering.
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Hands-on familiarity with monitoring/observability and ticketing tools (e.g., ServiceNow/Jira; Splunk/Datadog/Dynatrace/Grafana/ or similar).
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Strong organizational skills to manage multiple concurrent incidents, dependencies, and stakeholders while meeting SLAs/OLAs.
Preferred qualifications, capabilities, and skills:
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Experience balancing multiple priorities while providing clear communication to stakeholders.
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Working familiarity with AI/automation concepts in incident operations (e.g., noise reduction, correlation, summarization, auto-triage) and the ability to help teams adopt them.
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Comfort coordinating cross-functional teams (app, infra, security, vendor, business) to restore service quickly and predictably.
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Excellent executive communication skills—clear, concise, and consistent updates during ambiguity and pressure.
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Tooling experience with ServiceNow, Splunk, Alteryx, LLM.
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SQL experience would be outstanding.
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Proficiency with using Excel and PowerPoint.
Additional Information:
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Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.
ABOUT US
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
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.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.
