Citizens Bank

2 weeks ago

Principal Incident Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead end-to-end response for high-impact enterprise P1/P2 incidents, running incident bridge calls and coordinating cross-functional teams to drive timely technical and business recovery. Mature incident management and broader service management practices across governance, risk, resilience, and continuous improvement. Modernize operations with workflow optimization, automation, analytics, reporting, and ITSM platform enhancements (including ServiceNow), and conduct post-incident reviews to prevent recurrence.

Location: Boston

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Sr. Manager level

Key Responsibilities

•Lead end-to-end response for high impact P1/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.
•Lead and mature enterprise service management practices across incident management, escalation, restoration, governance, and continuous improvement.
•Serve as a senior escalation point for high impact service issues, coordinating response efforts and ensuring risk-based decision making.
•Drive process modernization via workflow optimization, automation, analytics, reporting, and ITSM platform enhancements (including ServiceNow), and lead post-incident reviews to validate root causes and corrective actions.

Pay and Benefits

Salary: USD 120,000 - 160,000 annually

Perks:MedicalDentalVisionRetirementParental LeaveWellness StipendPaid LeaveFlexible Work

Key Requirements

•5+ years of experience in IT Service Management, Incident Management, Technology Operations, or a related discipline.
•Experience leading enterprise incident/service management in a complex, highly regulated environment.
•Strong knowledge of IT Service Management practices, incident lifecycle management, governance, risk management, and operational controls.
•Hands-on experience with ServiceNow or a comparable ITSM platform, including workflow management, reporting, automation, and data quality oversight.
•Ability to communicate clearly with executive and technical audiences and translate technical issues into business impact and action plans.

Experience:5+ years

Education:Bachelor's in Computer Science, Information Technology, Business Administration, Management, or a related field

Skills:Cross-functional collaborationCommunicationExecutive communicationStakeholder managementMentorship

Certifications:ITIL

Tech Stack:ServiceNowITILITSMIncident managementAutomationWorkflow optimizationAnalyticsReporting

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

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Citizens Bank

2 weeks ago

Principal Incident Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Boston

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Sr. Manager level

Key Responsibilities

•Lead end-to-end response for high impact P1/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.
•Lead and mature enterprise service management practices across incident management, escalation, restoration, governance, and continuous improvement.
•Serve as a senior escalation point for high impact service issues, coordinating response efforts and ensuring risk-based decision making.
•Drive process modernization via workflow optimization, automation, analytics, reporting, and ITSM platform enhancements (including ServiceNow), and lead post-incident reviews to validate root causes and corrective actions.

Pay and Benefits

Salary: USD 120,000 - 160,000 annually

Perks:MedicalDentalVisionRetirementParental LeaveWellness StipendPaid LeaveFlexible Work

Key Requirements

•5+ years of experience in IT Service Management, Incident Management, Technology Operations, or a related discipline.
•Experience leading enterprise incident/service management in a complex, highly regulated environment.
•Strong knowledge of IT Service Management practices, incident lifecycle management, governance, risk management, and operational controls.
•Hands-on experience with ServiceNow or a comparable ITSM platform, including workflow management, reporting, automation, and data quality oversight.
•Ability to communicate clearly with executive and technical audiences and translate technical issues into business impact and action plans.

Experience:5+ years

Education:Bachelor's in Computer Science, Information Technology, Business Administration, Management, or a related field

Skills:Cross-functional collaborationCommunicationExecutive communicationStakeholder managementMentorship

Certifications:ITIL

Tech Stack:ServiceNowITILITSMIncident managementAutomationWorkflow optimizationAnalyticsReporting

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