Global Command Centre Manager (Global Incident Management) - Vice President

Position Overview

Job Title Global Command Centre Manager (Global Incident Management)

Corporate Title Vice President

Location Jacksonville, FL

Overview

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes/procedures. Operating a "follow the sun" service model across three regions to provide 24/5.5 support.

Within the GIM Function there is a Global Command Centre.

The Global Command Centre is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI).

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

• Lead and manage the Global Command Centre Operations across multiple time zones

• Develop and implement processes for Incident detection, escalation, resolution and post incident analysis

• Collaborate with Information Technology (IT) teams to maintain situational awareness and operational stability

• Continuously assess and improve command centre processes, tools and technologies, Lead incident response drills and readiness exercises

• Manage, lead, and develop the regional Command Centre managers ensuring effective service delivery, manging performance and development objectives effectively

• Driving strategic change in addition to implementing service improvements and embedding a positive organisational culture for the Global team, Participate on weekend incident on call escalation

How You’ll Lead

• Act as the senior Global escalation point for the Command Centre, Team management – Ability to lead and develop a virtual team of command centre managers comprising of onsite and remote resource

• Stakeholder Collaboration – Developing and managing stakeholder relationships

• Strategic Change – Drive and act as an ambassador of strategic change and continual service improvement, Coaching and mentoring team members

Skills You’ll Need

• Advanced experience in managing a Global Command Centre function and in-depth knowledge of ITIL processes, including Incident, Problem, Change, Event and Knowledge Management

• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams

• Experience with monitoring and observability tools and an ability to r apidly assess situations and co-ordinate incident resolution during high impacting incident events

• Ability to remain calm, controlled, and rational, especially in high demanding situations, Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels

• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement

Skills That Will Help You Excel

• Excellent Stakeholder engagement skills

• Excellent communication both written and verbal skills

• Ability to articulate technical communications into business language

• Excellent leadership skill

• Self-motivated and ability to operate in a critical fast paced environment

Expectations

It is the Bank’s expectation that employees hired into this role will work in the Jacksonville, FL 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 $100,000 to $145,500. 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 Benefits

At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That’s why we are focused on providing benefits and perks that enable our colleagues to live authentically and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here to learn more!

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We welcome applications from all people and promote a positive, fair and inclusive work environment.



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