Sr. Manager - Major Incident Commander

Responsibilities

• Incident Command & Leadership
• Act as the designated Incident Commander for all declared Major / Severity‑1 / Priority‑1 incidents.
• Rapidly assess impact, scope, and severity; formally declare major incidents and activate response protocols.
• Establish and maintain clear command structure , roles, and accountability throughout the incident lifecycle.
• Drive incident progression from detection through mitigation, restoration, and closure.
• Coordination & Execution
• Lead and control incident bridges / war rooms, ensuring focus, discipline, and forward momentum.
• Mobilize the right technical resources across infrastructure, applications, cloud, network, security, and third‑party vendors.
• Prevent duplicated effort, conflicting actions, and unmanaged escalations.
• Make time‑critical decisions (rollback, failover, isolation, degradation) based on technical input and business risk.
• Drive Incident Managers and Incident analysts for fire calling, stakeholder management, bridge and communication management
• Stakeholder & Executive Communication
• Own all major incident communications end‑to‑end
• Translate complex technical situations into clear business impact statements for senior leadership.
• Have straight line communication with the CXO group on the impact, progress and status
• Provide structured, time‑bound updates to executives, service owners, and business stakeholders.
• Ensure consistency across incident bridges, leadership updates, and customer‑facing communications where applicable.
• Governance, Process & Control
• Ensure incidents are managed in line with ITIL / SRE / internal Major Incident Management frameworks .
• Enforce escalation paths, decision rights, and incident classification standards.
• Coordinate emergency changes and risk acceptance where required during live incidents.
• Maintain accurate incident timelines, actions, and decisions for audit and review.
• Post‑Incident Review & Continuous Improvement
• Integrate with post‑incident reviews (RCAs) for all major incidents.
• Contribute to high‑quality root cause analysis using structured methods (5 Whys, Fishbone, KT, FMEA).
• Flash system weaknesses, recurring patterns, and resilience gaps.
• Operating Model
• Part of a Production Assurance/ Incident Management Operations function.
• Participation in on‑call or major incident rotation , including off‑hours and weekends.
• Works closely with Service Owners, Engineering, Architecture, Security, and Vendor Management teams
• Required Experience & Skills
• Core Experience
• Overall 18+ years of IT-BFSI Delivery
• Proven experience acting as Incident Commander or Major Incident Lead in complex, 24×7 enterprise environments.
• 10+ years in IT Operations, SRE, Incident Management, or Production Support roles.
• Hands‑on exposure to mission‑critical systems (cloud, infrastructure, applications, networks, identity, databases).
• Technical & Operational Knowledge
• Strong understanding of modern distributed systems and failure modes.
• Familiarity with cloud platforms (AWS / Azure / GCP) and cloud‑native architectures.
• Working knowledge of monitoring, alerting, and observability tools (e.g., Dynatrace, Splunk, Prometheus, Grafana).
• Experience with ITSM tools (ServiceNow, Remedy, Jira Service Management, or equivalent).
• Strong understanding of Custody, Trade and Payments Operations will be an added advantage
• Leadership & Behavioral Competencies
• Demonstrates strong situational control and composure during high-pressure, high-demand incidents.
• Leads decisively through effective delegation of authority and accountability.
• Exhibits assertive leadership by rapidly taking ownership and directing incident

Additional Information

About Northern Trust: 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. Job Title Major Incident Commander (Production Assurance Operations) Role Summary The Major Incident Commander (MIC) is an Accountable leader who is responsible for directing the end‑to‑end response to high‑severity, business‑impacting technology incidents . The role owns command, coordination, driving decision‑making, and executive communication during major incidents, ensuring rapid service restoration, minimal business impact, and disciplined post‑incident learning . The MIC does not fix systems directly . Instead, they lead through influence , orchestrating cross‑functional technical teams (SRE, Infrastructure, Application, Network, Cloud, Security, Vendors) under intense time pressure while maintaining clear situational awareness and communication.

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