Senior Manager, Incident Management

Role Summary

The Senior Manager, Incident Management sets and advances the firm’s technology incident management policy, standards, and governance. This is a strategic leadership role focused on frameworks, controls, and process excellence—not day-to-day incident command. The leader will oversee a strategic managed services partner (MSP) that provides front-line incident command and resolution, holding the partner accountable to SLAs and policy compliance, and serving as the primary liaison among technology leadership, internal business stakeholders, and the vendor to drive continuous improvement. 

This role creates measurable business value by protecting client trust and market commitments, reducing operational and financial risk, and ensuring regulatory-grade resilience. Through 24x7 command and control, data-driven governance, and clear communications, the role turns disruptions into fast recovery and lasting reliability while providing executives the visibility to steer outcomes. 

Responsibilities 

Policy, Standards, and Governance: 

• Own and continuously improve the enterprise Incident Management policy, standards, process, and controls. 
• Define clear roles and responsibilities (RACI), escalation paths, and handoffs across Incident, Problem, Change, SRE/Operations, Cyber, and Business teams. 
• Ensure audit readiness and evidence, compliance with internal risk frameworks, and alignment to operational resilience guidelines (e.g., ITIL, FFIEC/operational risk, DORA where applicable). 
• Establish playbooks for major incidents, communication protocols, and post-incident review practices. 

Strategic Partner Oversight: 

• Provide governance and performance management for the strategic partner delivering day-to-day incident command and operations. 
• Define SLAs/SLOs, KPIs, and quality standards; conduct regular QBRs, vendor scorecards, and continuous improvement plans. 
• Ensure partner alignment to the firm’s policies and reporting requirements. 
• Manage contract deliverables and escalation paths; drive accountability and remediation for performance gaps. 

Major Incident Leadership: 

• Serve as executive incident commander for high-severity events as needed; coordinate cross-functional war rooms and rapid response. 
• Orchestrate timely, clear, audience-appropriate communications for internal leaders, impacted business units, and client-facing teams. 
• Ensure robust root cause analysis, corrective actions, and durable fixes; partner closely with Problem Management to prevent recurrence. 
• Lead readiness activities including simulations/exercises, playbook validation, and stakeholder training. 

Metrics, KPIs, and Continuous Improvement: 

• Define, monitor, and manage KPIs and SLAs including MTTA, MTTR, incident volume/severity mix, SLA attainment, reopen rate, PIR completion time, communication timeliness and quality. 
• Establish OKRs for incident management maturity and resilience outcomes; run regular trend reviews and improvement plans. 
• Define and maintain dashboards and reports for operational and executive audiences; ensure data quality and integrity. 

Stakeholder Engagement and Communications: 

• Provide concise, executive-ready briefings during and after incidents; publish clear status updates and incident summaries. 
• Build a culture of disciplined incident response, transparency, and learning across the technology organization. 

Qualifications

Required:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
• 10+ years in technology operations, service management, or site reliability/production support; 5+ years leading incident management or service operations teams. 
• Demonstrated leadership of major incident response for high-impact events in complex, regulated environments. 
• Strong hands-on experience using and governing ServiceNow ITSM (Incident, Problem, Change, CMDB) and Atlassian Jira (workflows, dashboards, integrations). 
• Deep knowledge of ITIL v3/v4 practices; ITIL certification preferred. 
• Proven vendor management experience, including performance governance, SLAs/SLOs, contract management, QBRs, and service improvement plans. 
• Excellent written and verbal communication skills; adept at crafting and delivering clear, timely incident communications to technical and executive audiences. 
• Strong analytical skills with a data-driven approach to metrics, trends, and remediation; proficient with dashboarding and reporting. 

Preferred:

• Experience in financial services or other highly regulated industries preferred;