**Major Incidents/Problem Manager - Dublin, Ireland**
Lead Major Incidents/Problem Management for Chase Digital Bank in Dublin. Drive change, reduce repeat incidents, and enhance customer experience. Key responsibilities include: leading incident bridges, performing root cause analysis (RCA), defining corrective actions, and executing proactive problem management. Required skills: ITIL practices, RCA methodologies, analytical skills, customer-centric mindset, and proficiency in collaboration tools like ServiceNow. Previous experience in high-availability environments and familiarity with ITIL frameworks required.-cloud-native architectures, microservices, APIs, and modern SRE practices
Full Job Description
Location: Dublin, Ireland
You have the opportunity to drive meaningful change in our digital banking operations. We empower you to shape a culture of continuous improvement and operational excellence. Your skills will help us reduce repeat incidents, enhance customer experience, and support our regulatory commitments. Join a collaborative team where learning and growth are valued. Your voice matters and your impact is celebrated.
Job Summary:
As a Problem & Incident Manager in the Chase International Consumer Bank team, you will evolve the Problem Management lifecycle for our UK digital bank while carrying substantial Incident Management responsibility. You lead post-incident reviews, drive rigorous root cause analysis, and define corrective actions to reduce repeat incidents and strengthen operational resilience. You combine reactive and proactive problem management, using data and trend analysis to address issues before they impact customers. You own and execute the Incident Management process for major incidents, ensuring swift restoration and clear communication. You partner with cross-functional teams to implement long-term solutions and foster a culture of learning and improvement.
Job Responsibilities:
Lead post-incident reviews from preparation to high-quality root cause analysis documentationApply industry-recognized RCA techniques to ensure evidence-based conclusionsDevelop, track, and validate corrective action plans, escalating blockers as neededGovern Problem Management processes and coach teams on best practicesExecute reactive problem management by triaging and prioritizing problem recordsExecute proactive problem management by analyzing data to identify trends and resilience gapsPartner with teams to embed long-term solutions and coordinate change managementFacilitate learning reviews and promote shared accountability for continuous improvementReport on Problem Management metrics and trends to senior stakeholdersBuild strong relationships with engineering, SRE, operations, risk, compliance, and vendorsRespond to escalations, own the Incident Management process, and maintain authoritative timelinesRequired Qualifications, Capabilities, and Skills:
Experience leading Problem Management in high-availability, high-transaction environmentsExpertise in RCA methodologies and evidence-based analysisStrong analytical skills with the ability to interpret observability signals and technical findingsDeep familiarity with ITIL practices, especially Problem, Incident, and ChangeExcellent real-time communication under pressure, including regulator-facing updatesExperience facilitating major incidents and leading cross-functional incident bridgesAbility to triage and manage multiple simultaneous incidents, prioritizing by impactStrong situational leadership, decision-making, time management under pressure and ability to influence and drive cross-team actions without direct authorityCustomer-centric mindset with sound judgment on business and regulatory impactsFamiliarity with monitoring, alerting, and observability toolchainsProficiency with collaboration and workflow tools such as ServiceNow, Jira, Confluence, and customer communication toolingPreferred Qualifications, Capabilities, and Skills:
ITIL certification and/or qualifications in Lean Six Sigma, reliability engineering, or similar disciplinesExperience working with agile teams, including backlog management and outcome-based deliveryFamiliarity with cloud-native architectures, microservices, APIs, and modern SRE practicesExperience engaging external vendors in RCAs and corrective action deliveryKnowledge of operational resilience frameworks and risk management in regulated environmentsPrior experience in Major Incident Management or Command Centre operationsExperience coordinating customer communications during incidents Drive operational resilience by leading problem and incident management to protect customer experience and reduce repeat issues. 
