Global Incident Leader — US 24/7 Response

Deutsche Bank; Jacksonville (FL); Híbrido; USD 78.000 - 121.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Health and wellbeing benefits

Retirement savings plan

Parental leave

Volunteer/community programs

Descripción de la vacante

Deutsche Bank in Jacksonville, FL is seeking an Incident Manager (Global Incident Management) to lead the regional Major Incident team, coordinate cross-functional response, and ensure alignment with ITIL processes. The role covers on-call escalation, stakeholder engagement, and continuous service improvement within a hybrid work model.

The US Regional Lead will oversee incident resolution during US hours, participate in weekend on-call rotation, and contribute to strategic changes across Global

Formación

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes.
• Strong stakeholder engagement and leadership of cross-functional teams during high-impact incidents.
• Ability to coordinate incident resolution and communicate effectively across senior leadership.
• Proven capacity to drive service improvements and align practices with global objectives.

Responsabilidades

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls
• Acting as the central point of senior escalation for the region
• Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively
• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks
• Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team

Conocimientos

Major Incident Management

ITIL processes

Stakeholder engagement

Cross-functional leadership

Incident resolution coordination

Communication skills

AI tools for productivity

Strategic service improvement

Herramientas

ITIL framework

AI tools

Descripción del empleo

Deutsche Bank in Jacksonville, FL is seeking an Incident Manager (Global Incident Management) to lead the regional Major Incident team, coordinate cross-functional response, and ensure alignment with ITIL processes. The role covers on-call escalation, stakeholder engagement, and continuous service improvement within a hybrid work model.

The US Regional Lead will oversee incident resolution during US hours, participate in weekend on-call rotation, and contribute to strategic changes across Global