Business Resiliency Associate
NaSPA, Inc., Tampa, FL, United States
Your role is integral as you will be part of the first line of defense for payments. The bank operates a 24/7 service, and the role is part of a global incident management team that supports 24/7, 365‑day global activity. Incidents are any business disruption, application, or Clearing House/Agent Bank outage. You will help mitigate and bring the business out of an incident as quickly as possible.
Job responsibilities
Coordinate the business response across Operations, Client Service, Product for technical and non‑technical major incidents. Create an incident management team capable of completing major incidents during follow‑the‑sun times.
Assist a small team in organizing staff coverage, especially during the week, weekends and bank holidays – Payment Incident Management is 24/7 – 365 days.
Contribute to and develop incident‑level reporting and presentations that support the Global Incident Manager and Global Command Centre leads’ initiatives.
Develop and conduct impact analysis, including data analytics of root cause, impact and improvement.
Coordinate and manage the execution of appropriate actions to recover business services as quickly as possible.
Manage documentation that supports incident management and execute return‑to‑business‑as‑usual strategies.
Liaise with key stakeholders in different initiatives to support the team’s overall mission to support payment operations.
Identify opportunities for strategic improvement or mitigation of business interruption and other risks.
Required qualifications, capabilities, and skills
3+ years of experience or equivalent in issue management, incident management, and team management.
Strong written and verbal communication skills, with the ability to draft and edit executive‑level content concisely.
Ability to review and digest complex content and data, analyze and draw conclusions.
Strong interpersonal skills, with a proven ability to build partnerships, collaborate, and drive outcomes.
Enthusiastic engagement – be the positive point of contact; motivate and inspire individuals and teams when incidents arise.
Conflict resolution – listen to all viewpoints and drive the best outcome, irrespective of who proposes it.
Troubleshoot and strong analytical skills, and conduct first‑phase analysis.
Support and adapt within a changing environment; remain flexible according to business needs.
Preferred qualifications, capabilities, and skills
Knowledge of industry incident‑management frameworks such as ITIL.
Deliver results accurately and efficiently while adapting to shifting priorities and ambiguity.
Self‑driven and organized, with the ability to prioritize and execute multiple concurrent initiatives.
Exhibit deep passion and a pursuit of continuous learning.
Tampa shift 10:30 am – 7:30 pm, weekend coverage in rotation as duty Incident Manager. Depending on resource availability.
This role does not offer visa sponsorship.
This is a full‑time 5‑day in‑office model currently.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
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Job responsibilities
Coordinate the business response across Operations, Client Service, Product for technical and non‑technical major incidents. Create an incident management team capable of completing major incidents during follow‑the‑sun times.
Assist a small team in organizing staff coverage, especially during the week, weekends and bank holidays – Payment Incident Management is 24/7 – 365 days.
Contribute to and develop incident‑level reporting and presentations that support the Global Incident Manager and Global Command Centre leads’ initiatives.
Develop and conduct impact analysis, including data analytics of root cause, impact and improvement.
Coordinate and manage the execution of appropriate actions to recover business services as quickly as possible.
Manage documentation that supports incident management and execute return‑to‑business‑as‑usual strategies.
Liaise with key stakeholders in different initiatives to support the team’s overall mission to support payment operations.
Identify opportunities for strategic improvement or mitigation of business interruption and other risks.
Required qualifications, capabilities, and skills
3+ years of experience or equivalent in issue management, incident management, and team management.
Strong written and verbal communication skills, with the ability to draft and edit executive‑level content concisely.
Ability to review and digest complex content and data, analyze and draw conclusions.
Strong interpersonal skills, with a proven ability to build partnerships, collaborate, and drive outcomes.
Enthusiastic engagement – be the positive point of contact; motivate and inspire individuals and teams when incidents arise.
Conflict resolution – listen to all viewpoints and drive the best outcome, irrespective of who proposes it.
Troubleshoot and strong analytical skills, and conduct first‑phase analysis.
Support and adapt within a changing environment; remain flexible according to business needs.
Preferred qualifications, capabilities, and skills
Knowledge of industry incident‑management frameworks such as ITIL.
Deliver results accurately and efficiently while adapting to shifting priorities and ambiguity.
Self‑driven and organized, with the ability to prioritize and execute multiple concurrent initiatives.
Exhibit deep passion and a pursuit of continuous learning.
Tampa shift 10:30 am – 7:30 pm, weekend coverage in rotation as duty Incident Manager. Depending on resource availability.
This role does not offer visa sponsorship.
This is a full‑time 5‑day in‑office model currently.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
#J-18808-Ljbffr