Senior Manager, Major Incident Management CNB, 30 HUDSON STREET:JERSEY CITY

The role for the Senior Major Incident Manager is to manage restoration of compromised IT systems working with RBC support teams and businesses. Directing Subject Matter Experts (SME) in triage, stabilization, thereby returning IT systems to a functional state until a permanent solution can be implemented.

Senior Manager, Major Incident Management - Jersey City

We are seeking a highly experienced and decisive Major Incident Manager to lead the critical restoration of technical services. In this pivotal role, you will be the central point of coordination, directing the efforts of numerous individuals, lines of business, and technical resources. Your expertise will be crucial in optimizing response tactics, fostering seamless collaboration with service partners and vendors, and driving our vision of operating as a best-in-class incident management organization.

The successful candidate is responsible for providing effective support across RBC lines of business.  You will have experience in remote operations and demonstrated ability to work on a high performing team, perform troubleshooting and incident response, communicate with Subject Matter Experts (SME) technicians and track incidents through to resolution. Providing stakeholder communications and executing the Enterprise Major Incident Management Process.

Responsibilities:

• Lead and Orchestrate Major Incident Response: Take command of P1 and P2 incidents, ensuring swift and effective restoration of critical banking services.  Manage objectives relying on an Incident Action Plan.
• Cross-Functional Coordination: Direct and align the efforts of diverse teams, including technology, operations, business units, and external vendors, to achieve rapid incident resolution.
•  Strategic Communication: Provide clear, concise, and timely updates to senior leadership, stakeholders, and impacted business units, maintaining transparency throughout
• Vendor and Service Partner Management: Engage and manage relationships with external vendors and service partners, ensuring their contributions align with incident resolution objectives.
• Incident Triage and Prioritization: Rapidly assess incident impact, prioritize response efforts, and make critical decisions under pressure.
• Incident Documentation and Reporting: Maintain meticulous records of incident activities, timelines and resolutions, producing comprehensive post-incident reports for analysis and improvement
• Root Cause Analysis and Remediation: Facilitate thorough post-incident reviews (PIRs) to identify root causes, implement corrective actions, and prevent future occurrences for P3 Elevated Incidents.
• Process Improvement and Optimization: Continuously evaluate and enhance incident management processes, procedures, and tools to improve efficiency and effectiveness.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders across the organization.
• Compliance and Regulatory Adherence: Ensure all incident management activities comply with relevant banking regulations and internal policies.

Qualifications:

• Minimum of 7 years of experience in major incident management within a complex, highly regulated environment, preferably in the financial services industry.
• Minimum 5 years of  ServiceNow experience
• ITIL V3 or V4 certified.
• Knowledge of Kepner Trego is a plus
• Prior experience managing vendor relationships and SLAs
• Knowledge of IT standards, Methodologies, SOX and audit requirements
• Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with subject matter experts.
  • Knowledge of Networking processes and methodologies
  • Knowledge of Operating Systems (Windows/Unix/AIX/Linux)
  • Knowledge of Mainframe, Tandem and iSeries Technologies
  • Knowledge of Lean Six-Sigma
  • Knowledge of Cloud Environments
• Exceptional communication, interpersonal, and presentation skills, with the ability to effectively communicate with technical and non-technical audiences.
• Demonstrated ability to remain calm and decisive under pressure, making sound judgments in high-stress situations. 
• Bachelors Degree in CompSci (or related degree) preferred not required

The good-faith expected salary range for the above position is $125,000 - $175,000  depending on factors including but not limited to the candidate’s experience, skills, registration status; market conditions; and business needs.  This salary range does not include other elements of total compensation, including a discretionary bonus and benefits such as a 401(k) program with company-matching contributions; health, dental, vision, life and disability insurance; and paid time-off plan.

RBC’s compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that:

·       Drives RBC’s high performance culture

·       Enables collective achievement of our strategic goals

·       Generates sustainable shareholder returns and above market shareholder value

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Job Skills

Adaptability, Communication, Critical Thinking, Decision Making, Detail-Oriented, Incident Management, Industry Knowledge, Information Technology Infrastructure Library (ITIL), Information Technology Trends, Leadership, Major Incident Management, Oral Communications, Problem Management, Systems Software, Time Management

Additional Job Details

CNB, 30 HUDSON STREET:JERSEY CITYJersey CityUnited States of America40Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2025-02-21

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above