Enterprise Incident Leader — Rapid Outage Response

Citizens Bank; Johnston (RI); On-site; USD 100,000 - 135,000; Full time

Job summary

Citizens Bank is seeking a Senior Service Management Specialist to lead enterprise incident management and coordinate the response to high-priority incidents across Technology Operations, Risk, Legal, and executive stakeholders. The role focuses on timely restoration of critical services, clear governance, and effective communications.

The ideal candidate has 5+ years in ITSM/incident management within a regulated enterprise, strong executive communication skills, and hands-on ServiceNow/ITSM

Qualifications

• 5+ years of experience in IT Service Management, Incident Management, IT Support, or related discipline.
• Proven experience leading major incident response in a complex enterprise environment.
• Experience coordinating technical, business, risk, and executive stakeholders during high pressure operational events.
• Strong written and verbal communication skills, including executive level incident communications.
• Hands on experience with ServiceNow or an equivalent ITSM platform.
• Knowledge of ITIL based incident, problem, change, escalation, and service management practices.
• Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services.

Responsibilities

• Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up.
• Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery.
• Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and other key stakeholders.
• Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices.
• Ensure incidents are documented accurately in systems of record, including timelines, decisions, actions, impacts, and recovery milestones.
• Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements.
• Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention.
• Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity.
• Support emergency change processes and promote ITIL aligned service management practices in an Agile, fast paced environment.

Skills

ITSM Experience

Incident Management

Stakeholder Coordination

Executive Communications

ServiceNow

ITIL Knowledge

Regulated Industry Experience

Education

Bachelor's degree

Tools

ServiceNow

Job description

Citizens Bank is seeking a Senior Service Management Specialist to lead enterprise incident management and coordinate the response to high-priority incidents across Technology Operations, Risk, Legal, and executive stakeholders. The role focuses on timely restoration of critical services, clear governance, and effective communications.

The ideal candidate has 5+ years in ITSM/incident management within a regulated enterprise, strong executive communication skills, and hands-on ServiceNow/ITSM