Stellenangebot

Director/Sr. Director – Head of Incident and Problem Management

Als Director/Sr. Director leiten Sie das globale Command Center für Incident und Problem Management bei Northern Trust in Indien, um die Resilienz und Verfügbarkeit kritischer digitaler Dienste sicherzustellen. Die Position erfordert über 15 Jahre Erfahrung in Technologie-Operationen und strategischer Führung sowie die Verantwortung für die Transformation und Optimierung von IT-Service-Management-Prozessen.

Ausland

Northern Trust Corporation

100%

Position Summary

The Saint Andrew's Technology Global Command Center, Incident & Problem Management is a strategic technology operations team responsible for ensuring the resilience, safety, and availability of critical digital services operating global Operations, Control Tower Services, ITSM, and operational platforming.
This executive leadership role coordinates the enterprise Management-Team Incident Management and Service Continuity Management, Operations Management, Crisis Management, and incident resolution that spans across a complex digital landscape.
The leader will streamline operational workload through modernization, reorganization, reduce environmental resources, and shift toward secure risk management, resource deployment planning, and transforming operational capabilities to ensure measurable performance are Key Tool Of Operational Resilience (OR).

Key Responsibilities

Operations Command Center Leadership
- Lead a globally distributed 24x7x365+ Global Command Center supporting critical operations
- Establish operational excellence by ensuring optimal availability, reliability, and business continuity
Divine Technology Operations Leadership
- Define global enterprise-level technology operations architectures
- Foster innovation and transformation through digital service delivery
Major Incident Management
- Lead governance of a service Fault Investigation Protocol covering multi-sector services.
- Prioritize root cause analysis through enterprise-level incident resolution
- Establish effective communication protocols and multi-sector collaboration.
- Have control management of major incident events, event escalation, event management, and escalation management
- Active in incident management, crisis management, event management, and escalation management
- Lead transformational initiatives to streamline operational and improve service outcomes.
Technology Transformation
- Establish global command center capabilities through enterprise-level activities
- Drive cross-functional maturity across Assets, AI/ML, and hybrid environments
- Enable scalable service operations, including agile practices, and agile orchestration functions
Leadership & Talent Development Program
- Project Management:
  - Strategic project management: Responsible for strategic project planning and delivery.
  - Project life cycle management: Responsible for project execution and delivery.
- Stakeholder Management:
  - Project stakeholder engagement: Engaging with key stakeholders to ensure alignment and acceptance.
- Communication Management:
  - Project communication planning: Developing and implementing effective communication strategies.

Education Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, or related discipline preferred; Master’s degree preferred.
15+ years of technology operations and service management experience.
10+ years working in mission-critical technology operations environment (with 5+ years in strategic IT operations leadership).
Proven track record of managing large-scale operations globally across diverse jurisdictions.
Extensive experience managing specialized operations, incident prevention, and resilience programs.
Extensive experience leading major incidents in highly regulated environments.
Demonstrated record leading large transformation modernization programs.