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:

• Lead triage, coordination, communications, and post-incident review for incident tickets.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Operationalize proactive reliability: use trend analytics to recommend targeted automation, monitoring improvements, and resiliency work before issues become incidents.
• 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:
• 3+ years of experience in incident management/IT operations/SRE support within an enterprise environment.
• Proven ability to lead triage calls across application, infrastructure, and vendor teams, driving rapid decisions and timely restoration.
• Strong executive-ready communication skills: concise status updates, impact articulation, ETA management, and stakeholder.

..