Director/Sr. Director - Head of Incident and Problem Management

Northern Trust
Pune, Bengaluru
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 15+ yearsEducation: bachelorsSkills: ["Executive presence","Stakeholder management","Strategic thinking","Crisis leadership","Change management"]

Lead Northern Trust’s Technology Global Command Center and Incident & Problem Management for critical payments, custody, asset servicing, treasury, and wealth management platforms. Own major incident governance, root-cause and permanent remediation, operational resiliency, and crisis readiness. Drive modernization with observability, telemetry, predictive monitoring, AIOps, automation/orchestration, and AI/GenAI to reduce MTTR, recurring incidents, operational risk, and total cost of ownership.

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Northern Trust
Northern Trust
8 hours ago

Director/Sr. Director - Head of Incident and Problem Management

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Last checked: 8 hours agoStatus: Live

Job Summary

Lead Northern Trust’s Technology Global Command Center and Incident & Problem Management for critical payments, custody, asset servicing, treasury, and wealth management platforms. Own major incident governance, root-cause and permanent remediation, operational resiliency, and crisis readiness. Drive modernization with observability, telemetry, predictive monitoring, AIOps, automation/orchestration, and AI/GenAI to reduce MTTR, recurring incidents, operational risk, and total cost of ownership.
Location: Pune, Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead the globally distributed 24x7x365 Technology Global Command Center for resilience, stability, and availability of critical technology services.
  • •Own Major Incident Management governance for Priority 1 and Priority 2 incidents, including incident command structures, procedures, and executive communication protocols.
  • •Drive Root Cause Analysis (RCA), corrective action governance, permanent remediation, and continuous improvement with process owners to reduce repeat incidents.
  • •Partner across technology, operations, risk, compliance, and business leaders to strengthen operational resiliency for payments, custody, liquidity, settlement, and client servicing platforms.
  • •Build and execute a multi-year AIOps and intelligent operations strategy using predictive monitoring, event correlation, automation-first models, and cloud/operational modernization.

Key Requirements

  • •Bachelor’s degree in Computer Science, Engineering, Information Systems, or related discipline; Master’s degree preferred.
  • •15+ years of technology operations and service management experience.
  • •10+ years of senior leadership experience managing global technology operations teams.
  • •Proven leadership of global Command Centers/NOCs/SOC or Technology Operations organizations and experience managing major incidents in highly regulated environments.
  • •Demonstrated success leading large-scale transformation and modernization programs.
Experience:15+ yearsFinancial servicesBankingAsset servicingPaymentsCapital marketsAIOpsObservability
Education:Bachelor's in Computer Science, Engineering, Information Systems, or related discipline
Skills:Executive presenceStakeholder managementStrategic thinkingCrisis leadershipChange management
Tech Stack:ITILRoot Cause Analysis (RCA)Operational ResiliencyService Reliability Engineering (SRE)AIOps PlatformsObservability & MonitoringEvent ManagementAutomation & OrchestrationAzureAWSServiceNow ITSMBusiness Continuity & Disaster RecoveryData Analytics & Operational IntelligenceMachine learningGenAIAgentic technologiesPredictive monitoringAnomaly detectionAutomated remediationTelemetry

Company Brief

Northern Trust
Global financial services firm providing wealth management, asset servicing, asset management, and banking solutions to institutions, corporations, and affluent individuals, with a focus on custody, investment management, and technology-driven services.
Industry: Asset Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 1889
Glassdoor
Glassdoor: 3.9
WebsiteLinkedIn