Senior Technology Resilience and Operations Leader

Description

Senior Program Manager - Technology Resilience & Operations Leader

Department

Enterprise Resilience, Technology

Summary

The Senior Program Manager, Technology Resilience and Operations is responsible for leading and integrating multiple enterprise wide programs across technology resilience, cloud governance and architectural guardrails, third party resilience risk, and the Technology Operations Center. This role drives strategy, execution, governance, and metrics to ensure the organization operates safely, reliably, and resiliently across all technology environments. The role requires senior level program leadership with deep experience coordinating complex technology, risk, and operational initiatives across large organizations.

Key Responsibilities

Enterprise Technology Resilience Program • Lead the enterprise technology resilience program, including strategy, roadmap, execution cadence, and governance

• Develop and maintain technology resilience testing frameworks aligned with regulatory, industry, and internal standards

• Coordinate with engineering, infrastructure, and application teams to plan and execute resilience, failover, and chaos testing exercises

• Establish centralized program oversight for critical asset mapping, scenario design, testing schedules, issue tracking, and remediation management

• Define, track, and report resilience metrics, dashboards, test coverage, and issue aging to senior leadership and governance forums

• Drive continuous improvement initiatives across disaster recovery, high availability, and fault tolerant design practices

Cloud Governance and Resilience Guardrails Program • Lead cloud governance and resilience guardrail initiatives in partnership with enterprise architecture, cloud engineering, and risk teams

• Define minimum resilience design requirements for cloud native and hybrid solutions, including multi availability zone patterns, automated failover, observability, and dependency management

• Program manage the integration of resilience controls into reference architectures, delivery pipelines, and automated policy enforcement

• Develop and maintain standards, playbooks, and guidance to support consistent and resilient cloud adoption

Third Party and Fourth Party Resilience Risk Program • Establish and mature a technology led third party resilience risk program

• Program manage resilience assessments for critical third party and fourth party providers, including control reviews, dependency mapping, and scenario based testing

• Coordinate development and maintenance of contingency and fallback plans for critical provider failures

• Partner with Legal to support contract language alignment related to resilience, testing, notification, and performance obligations

• Work closely with third party risk management, operational risk, procurement, legal, and business continuity teams to ensure integrated oversight and reporting

• Define standardized resilience requirements and evidence expectations for third party engagements

Technology Operations Center Program Enablement • Lead the program design, build out, and ongoing evolution of the Technology Operations Center as an enterprise monitoring and command capability

• Define program requirements for operational dashboards, early warning indicators, system health telemetry, and resilience key performance indicators

• Coordinate with monitoring and engineering teams to integrate analytics, runbooks, alerting standards, pattern detection, and escalation workflows

• Ensure the Technology Operations Center operates as a fully enabled 24 by 7 capability in partnership with enterprise incident management teams

Required Qualifications • Ten or more years of experience in technology program management, operational resilience, technology risk, cloud engineering, or enterprise technology leadership

• Demonstrated experience leading complex, cross functional enterprise programs with regulatory and operational impact

• Strong knowledge of technology resilience testing, cloud architecture principles, and observability practices

• Experience working with third party risk frameworks, regulatory expectations, and contract control requirements

• Prior experience supporting or managing mission critical operational centers such as NOC, TOC, or SOC

• Proven ability to influence and drive execution across matrixed organizations without direct authority

• Strong communication, stakeholder management, and executive reporting skills

Preferred Qualifications • Experience leading programs supporting AWS, Azure, or Google Cloud resilience architectures

• Familiarity with financial services regulatory guidance related to operational resilience and third party risk

• Experience with incident management, chaos engineering, fault injection, or site reliability engineering programs

• Professional certifications such as AWS Solutions Architect, CRISC, CISSP, CISA, or equivalent

Pay Transparency

The salary range for this position is $175,000 to $230,000 per year, plus eligibility for an annual discretionary bonus. Actual compensation is based on factors including work location, skills, and experience.

Benefits

Citizens offers competitive compensation and comprehensive benefits including medical, dental, and vision coverage, retirement benefits, parental leave, flexible work arrangements, education reimbursement, wellness programs, and more. Citizens paid time off exceeds local and state paid leave requirements. For additional benefits information, visit

Equal Opportunity Statement

Citizens is an equal opportunity employer and is committed to fostering an inclusive environment for all colleagues.

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Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.