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Tier-1 brand, mid-level generalist role in metro with broad skillset increases candidate competition.
Skills are transferable across industries, though financial services/regulatory experience is preferred.
Explicit 5+ years, ITIL/ITSM, ServiceNow and major-incident experience create strict shortlisting filters.
Lead and manage major incident operations including serving as Incident Commander from identification through resolution and closure for P1/P2 incidents.
Coordinate cross-functional technical teams, vendors, and stakeholders to drive timely restoration and maintain clear incident documentation and executive communication.
Develop and improve Major Incident Management processes, perform post-incident reviews, trend analysis, and mentor junior team members in incident management.
5+ years of Systems Engineering, Technology Architecture, or equivalent experience.
Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
5+ years experience in Major Incident Management, Production Support, or IT Service Management with strong knowledge of ITIL Incident Management principles.
Experience with major incident triage, escalation frameworks, command center operations, and handling customer-impacting regulatory-sensitive incidents.
Experienced leader in high-pressure, 24x7 major incident environments within financial services or large regulated enterprises.
Skilled in managing complex, multi-stakeholder incident bridges across infrastructure, cloud, network, applications, and databases with ability to coordinate across teams and vendors.
Proficient in technical incident analysis, executive communication, ITSM tools (e.g. ServiceNow), and driving continual process improvements and mentoring.