Senior Director Major Incident Management

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

POSITION SUMMARY

The Sr Director Major Incident Management, is responsible for leading the enterprise-wide response to major technology incidents, ensuring rapid resolution, minimizing business impact, and driving continuous improvement in incident management practices. This leader will define and execute the strategy for major incident response, collaborate across technology and business teams, and foster a culture of accountability, transparency, and operational excellence. The Sr Director Major Incident Management will demonstrate extreme ownership for incident outcomes, ensuring that processes, communications, and post-incident reviews directly enable business success.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

• Develop and execute a multi-year strategy for major incident management focused on rapid response, root cause analysis, and continuous improvement.
• Lead the enterprise response to major incidents, ensuring timely resolution and effective communication to stakeholders at all levels.
• Establish and monitor KPIs for incident response times, resolution quality, and business impact mitigation.
• Drive modernization of incident management processes, including automation, advanced monitoring, and integration with enterprise service management platforms.
• Provide strategic leadership for the Network Operations Center (NOC), ensuring operational excellence and alignment with business continuity objectives.
• Drive modernization initiatives within the NOC to enhance resilience, automation, and real-time incident response capabilities.
• Own the major incident management budget, including forecasting and cost optimization.
• Partner with technology, cybersecurity, and business leaders to ensure alignment of incident management practices with enterprise objectives and regulatory requirements.
• Oversee post-incident reviews, ensuring actionable lessons learned and implementation of preventive measures.
• Negotiate strategic vendor partnerships for incident response tools and services, and manage contracts.
• Lead a team of incident managers and analysts, fostering a culture of extreme ownership, collaboration, and continuous improvement.
• Mentor future leaders and build succession plans within the incident management function.
• Ensure compliance with regulatory requirements and enterprise security standards.
• Champion innovation in incident detection, response, and recovery capabilities.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field required; Relevant certifications such as ITIL, CISM, or CISSP are a plus.
• 10+ years of progressive experience in technology operations, incident management, or related fields.
• 5+ years in leadership roles, including managing large, distributed teams.
• Proven track record in leading enterprise-wide incident response and recovery efforts.
• Experience in financial services or other highly regulated environments.
• Demonstrated ability to lead with accountability and extreme ownership.

Skills, Abilities, and Knowledge

• Strong financial acumen and experience managing budgets.
• Ability to communicate effectively at all levels of the organization, combining subject matter expertise with executive-level communication skills and presence.
• Excellent stakeholder management and influencing skills
• Strong strategic thinking and leadership capabilities.
• Deep understanding of incident management frameworks, technologies, and emerging trends.
• Excellent communication and stakeholder engagement skills.
• High integrity and ability to handle confidential information.
• Proficiency in incident management platforms and Microsoft Office Suite.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and decision-making skills.
• Expertise in enterprise incident response, root cause analysis, and business impact mitigation.
• Strong knowledge of regulatory requirements and compliance standards for financial services and other highly regulated industries.
• Strategic planning and execution for scalable, resilient incident management