Incident Manager

Incident Manager (Global Incident Management)Assistant Vice PresidentLocation: Jacksonville, FLThe 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, 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 We Offer YouA diverse and inclusive environment that embraces change, innovation, and collaborationA hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer daysEmployee Resource Groups support an inclusive workplace for everyone and promote community engagementCompetitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefitsEducational resources, matching gift and volunteer programsWhat You'll DoMonitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controlsActing as the central point of senior escalation for the regionManage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectivelyCollaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworksDriving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional teamSkills You'll NeedAdvanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge ManagementExcellent 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 teamsAn ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situationsExcellent 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 levelsStrong strategic thinking capable of aligning practices with global objectives to drive continuous service improvementSkills That Will Help You ExcelExcellent Stakeholder engagement skillsExcellent communication with both written and verbal skillsAbility to articulate technical communications into business languageExcellent leadership skillsSelf-motivated and ability to operate in a critical fast-paced environmentExpectationsIt 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.Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.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.