Citizens · 1 month ago
Major Incident Manager - IT Service Management
One Citizens Bank Way, Johnston, RI, 02919, US
Full-time
Hybrid
Senior Level
$140K/yr - $210K/yr
5+ years expCitizens is committed to operational excellence and resilient IT service delivery. They are seeking a Major Incident Manager to lead the enterprise response to significant IT incidents, ensuring timely resolution and continuous improvement.
BankingCredit CardsFinancial ServicesFinTechRetail
Responsibilities
Incident Coordination & Resolution: Lead the end-to-end management and resolution of high-impact and high-priority incidents, coordinating all participating teams to ensure the swift restoration of services and minimization of business disruption
Central Point of Contact: Serve as the primary liaison for all major incident communications, providing timely, accurate, and consistent updates to stakeholders, leadership, and affected business units throughout the incident lifecycle
Process Management: Own and continuously improve the enterprise incident management process in alignment with ITIL best practices, ensuring documentation, workflows, and escalation paths are optimized for efficiency and effectiveness
Post-Incident Activities: Facilitate and lead post-incident reviews (PIRs), root cause analysis (RCA), and the identification of corrective and preventive actions. Ensure lessons learned are logged, tracked, and implemented to reduce incident recurrence
Collaboration: Work closely with application owners, infrastructure teams, service desk staff, vendors, and business stakeholders to coordinate incident response and ensure comprehensive incident resolution
Service Monitoring & Reporting: Monitor incident trends and key performance indicators (KPIs), producing regular reports for leadership that highlight issues, trends, and opportunities for continual service improvement
Compliance: Ensure all major incidents are documented in accordance with audit, regulatory, and internal requirements, maintaining a clear record of actions, communications, and outcomes
On-Call Support: Participate in a 24/7 on-call rotation to provide incident response as required, supporting the organization’s ability to respond to incidents at any time
Business Continuity & Service Recovery: Support service continuity and disaster recovery planning by collaborating with relevant teams during incidents impacting critical business processes
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field. A combination of education and relevant experience may be considered
Five (5) or more years of experience in IT Service Management, with a solid focus on incident management, problem management, or closely related functions in enterprise environments
Strong knowledge of the ITIL framework is required. ITIL Foundation certification is mandatory; Intermediate or Expert certification is preferred
Proven experience managing major incidents and crisis situations in complex, enterprise-scale IT environments
Excellent verbal and written communication skills, with an emphasis on delivering clear, concise updates to both technical and non-technical audiences
Demonstrated leadership and stakeholder management abilities, including experience influencing cross-functional teams in high-pressure situations
Exceptional analytical, organizational, and problem-solving skills, with a keen attention to detail
Ability to remain calm, objective, and focused when working under pressure or during rapidly evolving situations
Preferred
Experience using IT Service Management platforms such as ServiceNow, BMC Remedy, Cherwell, or similar tools for incident logging, tracking, and communication
Familiarity with monitoring and alerting solutions (e.g., Splunk, Dynatrace, PagerDuty, Nagios) and their integration into incident management workflows
Understanding of service continuity, disaster recovery, and business impact analysis principles
Experience working in regulated industries such as finance, healthcare, or government is highly desired
Knowledge of Agile and DevOps practices, and how they intersect with incident and change management processes
Ability to manage multiple priorities and tasks in a fast-paced and dynamic environment
Strong documentation and reporting skills, with an ability to communicate technical issues and solutions to non-technical stakeholders
Benefits
Comprehensive medical, dental and vision coverage
Retirement benefits
Maternity/paternity leave
Flexible work arrangements
Education reimbursement
Wellness programs
Paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States.
Company
Citizens
At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.
10001+ employees
H1B Sponsorship
Citizens has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-02-26Post Ipo Debt· $750M
2024-07-09Post Ipo Debt· $1.25B
2014-09-23IPO
Leadership Team
Melisa Carrascoza
SVP, Business Banking Market Executive - New England South
Steve Kozek
Head of Commercial Excellence, Senior Vice President
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