Senior Incident Manager

Citizens Bank
Boston
Workplace: OnsiteFull timeUSD 100,000 - 135,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsEducation: associatesSkills: ["Cross-functional collaboration","Leadership","Problem-solving","Communication","Governance"]

Lead end-to-end response for high-impact P1/P2 enterprise incidents, coordinating intake, assessment, escalation, restoration, and post-incident follow-up. Facilitate major incident bridge calls and drive cross-functional teams across Technology Operations, Risk, Legal, Communications, and executives. Ensure accurate documentation in systems of record and enforce incident classification, prioritization, escalation, and governance requirements. Use incident metrics to improve resilience, automation, and operational maturity while supporting ITIL-aligned service management practices in an Agile environment.

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FursaFursa
Citizens Bank
Citizens Bank
2 months ago

Senior Incident Manager

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead end-to-end response for high-impact P1/P2 enterprise incidents, coordinating intake, assessment, escalation, restoration, and post-incident follow-up. Facilitate major incident bridge calls and drive cross-functional teams across Technology Operations, Risk, Legal, Communications, and executives. Ensure accurate documentation in systems of record and enforce incident classification, prioritization, escalation, and governance requirements. Use incident metrics to improve resilience, automation, and operational maturity while supporting ITIL-aligned service management practices in an Agile environment.
Location: Boston
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Lead end-to-end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post-incident follow up.
  • •Facilitate major incident bridge calls, establish clear ownership, and drive cross-functional teams toward timely technical and business recovery.
  • •Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and key stakeholders.
  • •Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices.
  • •Ensure incidents are documented accurately and enforce incident classification, prioritization, escalation, regulatory/audit/governance requirements; lead post-incident reviews and drive root-cause remediation with problem management.

Pay and Benefits

Salary: USD 100,000 - 135,000 annually
Perks:MedicalDentalVisionRetirementParental LeaveWellness StipendFlexible WorkPaid Leave

Key Requirements

  • •5+ years of experience in IT Service Management, Incident Management, IT Support, or a related discipline.
  • •Proven experience leading major incident response in a complex enterprise environment.
  • •Experience coordinating technical, business, risk, and executive stakeholders during high-pressure operational events.
  • •Strong written and verbal communication skills, including executive-level incident communications.
  • •Hands-on experience with ServiceNow or an equivalent ITSM platform, with knowledge of ITIL incident/problem/change and escalation practices.
Experience:5+ yearsFinancial services
Education:Associate's in Computer Science, Business Administration, Management, or Information Technology (or related field)
Skills:Cross-functional collaborationLeadershipProblem-solvingCommunicationGovernance
Certifications:ITIL v3ITIL 4
Tech Stack:ServiceNowITSMITILAgileObservability

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website