Major Incident Commander, Principal

Northern Trust
Pune
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 12+ yearsEducation: bachelorsSkills: ["Crisis leadership","Executive communication","Decision-making","Analytical problem-solving","Stakeholder management"]

Lead enterprise-wide response to critical technology incidents in a global 24x7 environment, serving as the incident command authority to restore services and stabilize business operations. Coordinate technical teams, vendors, and executive stakeholders to drive recovery within service levels using ITIL-based Major Incident Management. Own post-incident reporting and governance while partnering on problem management, automation, runbooks, and resiliency improvements to reduce MTTD/MTTR.

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FursaFursa
Northern Trust
Northern Trust
13 hours ago

Major Incident Commander, Principal

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead enterprise-wide response to critical technology incidents in a global 24x7 environment, serving as the incident command authority to restore services and stabilize business operations. Coordinate technical teams, vendors, and executive stakeholders to drive recovery within service levels using ITIL-based Major Incident Management. Own post-incident reporting and governance while partnering on problem management, automation, runbooks, and resiliency improvements to reduce MTTD/MTTR.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Sr. Manager level

Key Responsibilities

  • •Command the end-to-end lifecycle of Major/Significant Incidents and business-critical service disruptions, maintaining ownership until service restoration and stabilization.
  • •Run high-pressure incident bridge calls and coordinate recovery across infrastructure, engineering, vendors, business stakeholders, and executive leadership.
  • •Drive restoration within agreed service levels while adhering to ITIL-based Major Incident Management governance and operational controls.
  • •Lead continuous improvement by creating and maintaining runbooks/playbooks and driving automation/tooling enhancements to reduce MTTD/MTTR.
  • •Provide executive-level incident communications, business impact assessments, post-incident reporting, and ensure compliance with audit/risk/regulatory and resiliency requirements.

Key Requirements

  • •12+ years of overall information technology experience, including 9+ years in IT Service Management (ITSM) and enterprise operations.
  • •6+ years as a Major Incident Commander, Major Incident Manager, or Crisis Manager in complex global enterprise environments.
  • •Proven experience leading high-severity incidents and business-critical outages in a 24x7 mission-critical production environment.
  • •Strong understanding of incident, problem, change, event, and service operations processes (ITIL-based).
  • •Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related discipline; ITIL v4 Foundation certification required.
Experience:12+ yearsITSMEnterprise operationsFinancial services
Education:Bachelor's
Skills:Crisis leadershipExecutive communicationDecision-makingAnalytical problem-solvingStakeholder management
Certifications:ITIL v4 FoundationITIL Managing ProfessionalITIL Strategic Leader
Tech Stack:ITILITSMServiceNowAzureAWSGoogle CloudLinuxUnixWindows ServerEnterprise networkingFirewallsLoad balancersVPNLDAPActive DirectoryEntra IDOracleSQL ServerPostgreSQLMySQL

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