Job Description

Major Incident Manager

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

As a Major Incident Manager, you are a hands-on, seasoned IT professional who can keep calm in crisis situations, working confidently to lead crisis resolution across multiple platforms. You have sufficient experience to take command of and ensure the efficient running of ITSM Major Incidents. You have the verbal and authoritative presence to take charge of driving and guiding major incident calls to efficiently and quickly restore service for clients and business partners by utilizing the major incident management process and technology tools available. You will serve as a senior incident commander for the ITSM Major Incident team. You will manage the lifecycle of all major and high priority incidents as well as help to oversee the Major Incident Management process 24x7.

Major Duties

• Execute the major incident management process and commanding major incident calls to resolve incidents and restore service as quickly as possible minimizing client and business impact.
• Contribute to the continuous improvement of procedures, controls, and guidelines for the implementation of an efficient and quality major incident management process.
• Monitor trends in incidents and issues to identify opportunities for IT to reduce service disruptions and major incidents.
• Create clear and repeatable procedures for support teams to follow easily
• Assist in identifying new ways to simplify, integrate, automate and refine the major incident process to better support the business and clients during service disruptions.
• Train associates on the major incident management process and procedures via direct coaching and mentoring.
• Lead by example, confident, self-motivated and collaborative in your approach

Knowledge/Skills

• Bachelor's Degree in Business, Computer Science, or a related field or equal experience
• Experience and confidence working with all levels of management including business and IT executives
• Comprehensive knowledge of ServiceNow and Microsoft Office applications, including Teams, Word, Excel, and Visio
• Experience working in global, cross-functional, collaborative teams
• Experience with the Software Development Lifecycle (SDLC), i.e.. Waterfall or Agile Methodologies
• ITIL V4 certified (Managed Service Professional or Strategic Leader certification is a plus).
• Experience supporting a large enterprise (Financial Services domain experience is a plus).
• Analytical and detail orientated thought process with the ability to take methodical approach to activities such as data analysis and trending.
• Excellent verbal and written communication skills (English).
• Ability to multitask in a fast paced, stressful environment, and to remain calm under pressure.
• Highly flexible and adaptable to change.
• Able to work over weekends and leverage a 24x7 command center.

Experience Required

• 12+ years of overall experience with 8+ years in IT Service Management (ITSM)
• 5+ years of experience as an Major Incident Commander handling major and significant incidents in a 24x7 production environment.
• 10+ years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Cloud, networks, firewalls, routers, load balancers, VPN, LDAP, Oracle/SQL databases, SAN, Virtualization, Email systems, Event Management , ServiceNow, Enterprise monitoring and access management solutions. Subject matter expertise in one of the areas would be a plus.

Salary Range: $95,600 - 162,400 USD

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today.

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected].

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