Level 2 Incident Manager - Assistant Vice President

Job Description:

Job Title Level 2 Incident Manager

Corporate Title Assistant Vice President

Location Jacksonville, FL

Overview

The Level 2 Incident Manager role is part of the Global Incident Management Function within Group Technology Production business unit. Global Incident Management provides follow the sun 24/7/365 support to manage and co-ordinate Major Incidents (Priority Critical, Priority 1 and Priority 2 and Priority 3 Critical). Within the GIM function there are 4 levels; IMS (Incident Management Support), which is the first line are the initial call handlers and will support the Incident Managers to manage Incidents. Incident Management Level 1 is the primary focus is to manage less complex Major Incidents to resolution, Incident Management Level 2 is the primary focus is to manage Major Incidents to resolution, and Operations Lead acts as an escalation point for the L1 and Level 2 Incident Managers and also works on projects/strategic initiatives.

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

• Execute the Incident Management process tasks in adherence with Key Operating Procedures and Working Instructions, and act as a direct escalation point for Incidents from the Incident Management Support Team

• Provide Global Incident Management presence in the Command Centre as and when requested

• Ascertains and confirms the full business impact related to Incidents, while managing Severity Critical, Severity 1 and Severity 2 Incidents

• Undertake all communications related to management of Incidents and resolving conflicts

• Co-ordinate global conference calls to investigate and diagnose Incidents and drive resolution, as well as Identifying and documenting key risks/process issues or concerns observed during the management of the Incident for handover to Problem management

• Interface with key stakeholders in a highly pressurized environment, with the ability to engage individuals across a range of backgrounds and levels of seniority, while supporting the continuous Service Improvement Program

Skills You’ll Need

• Good understanding of banking business with experience with negotiation and conflict resolution

• Ability to arbitrate at all levels of the organization while building relationship

• Knowledge of Business & Product

• Technology knowledge and expertise with deep process understanding of Incident Management

• Experience of managing Global Teams and ITIL Foundation/Practitioner in Incident Management

Skills That Will Help You Excel

• A strong team player with excellent communication and listening skills in addition to analysis and problem solving skills

• Excellent people management skills and tenacious

• Ability to work under pressure, handle conflicting situations, multitask with attention to detail, and handle sensitive matters with discretion and maintain confidentiality

• Very good time management and organization skills

• Ability to manage remote/virtual teams, as well as work shifts and weekends, and able and confident to challenge professionally, while being objective and decisive, assertive not aggressive with a calm and considerate approach

Expectations

It is the Bank’s expectation that employees hired into this role will work in the Jacksonville 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 $111,800. 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 Values & Diversity

We believe talent is found in all cultures, countries, races, ethnicities, genders, sexual orientations, disabilities, beliefs, generations, backgrounds, and experiences. We pursue a