Job Description:

Job Title Incident Manager (Global Incident Management)

Corporate Title Assistant Vice President

Location Jacksonville, FL

Overview

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes/procedures, operating a "follow the sun" service model across three regions to provide 24/7 and 365-days support.

The US Regional Lead is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI).

The US Incident manager role is the point of escalation, overseeing, l coordination and resolution of Information Technology (IT) Major Incidents during the US time zone, ensuring operational stability and minimizing service disruption.

As the US Incident Manager, you will participate in the weekend management on call escalation Rota and form an integral part of the management team.

What You'll Do

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls
• Acting as the central point of senior escalation for the region
• Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively
• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks
• Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team

Skills You'll Need

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situations
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement

Skills That Will Help You Excel

• Excellent Stakeholder engagement skills
• Excellent communication with both written and verbal skills
• Ability to articulate technical communications into business language
• Excellent leadership skills
• Self-motivated and ability to operate in a critical fast-paced environmen

Expectations

It is the Bank's expectation that employees hired into this role will work in the Jacksonville, FL office in accordance with the Bank's hybrid working model.

The salary range for this position in Jacksonville is $78,000 to $120,500. Actual salaries may be based on a number of factors including, but not limited to, a candidate's skill set, experience, education, work location and other qualifications. Posted salary ranges do not include incentive compensation or any other type of remuneration.

Deutsche Bank Benefits

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