Incident Manager (Global Incident Management) - Assistant Vice President

Deutsche Bank; Jacksonville (FL); On-site; USD 78,000 - 121,000; Full time

Benefits offered by this job

Hybrid work model

Generous vacation

Health benefits

Retirement plans

Job summary

Deutsche Bank in Jacksonville, FL is seeking an experienced Incident Manager to lead the US region's Major Incident Management and coordinate with Global teams to restore service quickly.

You will act as the regional escalation point, manage a high-performing team, drive process improvements, and ensure adherence to ITIL and governance standards while maintaining calm under pressure and clear senior stakeholder communication.

Qualifications

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes (Incident, Problem, Change).
• Excellent stakeholder engagement and experience in leading cross-functional teams in critical functions.
• Strong communication skills with the ability to convey technical info in business terms.

Responsibilities

• Monitor and ensure effective management and regular, accurate senior communication of major incidents.
• Act as the central point of senior escalation for the region.
• Manage, lead, and develop the regional team ensuring service delivery and performance.
• Collaborate with Global teams to ensure adherence with Incident Management processes and governance.
• Drive strategic change and implement service improvements within the regional team.

Skills

ITIL processes

Major Incident management

Stakeholder engagement

Cross-functional leadership

Communication skills

AI tools usage

Leadership

Job description

Position Overview

Job Title Incident Manager (Global Incident Management)

Corporate Title Assistant Vice President

Location Jacksonville, FL

Overview

The 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, l 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 You

• A diverse and inclusive environment that embraces change, innovation, and collaboration
• A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days
• Employee Resource Groups support an inclusive workplace for everyone and promote community engagement
• Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits
• Educational resources, matching gift and volunteer programs

What You’ll Do

• 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

Skills You’ll Need

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
• Excellent 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 teams
• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situations
• Excellent 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 levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement
• Proven ability to leverage AI tools to enhance productivity, optimize workflows to solve business problems, while applying critical judgment to ensure responsible and ethical use of data and AI outputs

Skills That Will Help You Excel

• Excellent Stakeholder engagement skills
• Excellent communication with both written and verbal skills
• Ability to articulate technical communications into business language
• Excellent leadership skills
• Self-motivated and ability to operate in a critical fast-paced environmen

Expectations

It 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.

Deutsche Bank Benefits

At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That’s why we are focused on providing benefits and perks that enable our colleagues to live authentically and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here to learn more!

Learn more about your life at Deutsche Bank through the eyes of our current employees https://careers.db.com/life

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We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law. Click these links to view "Deutsche Bank’s Equal Opportunity Policy Statement" and the following notices: "EEOC Know Your Rights" ; "Employee Rights and Responsibilities under the Family and Medical Leave Act" ; "Employee Polygraph Protection Act" .