Major Incident /Production Support Manager (iBank/Temp)

We are hiring a seasoned VP-Level Major Incident Manager to lead end-to-end management of high-severity technology incidents across a complex, regulated environment. You will command incidents from detection through restoration, ensure crisp executive communications, drive cross-technology recovery, and influence decisions that directly impact operational stability.

What you'll do:

• Lead and coordinate major incidents across infrastructure, applications, middleware, cloud, EUC, network, identity, data, and third parties.
• Establish and manage incident command structure, including team roles, bridge calls, and communications, ensuring clear ownership and rapid triage.
• Drive restoration by coordinating technical SMEs, vendors, and operations teams; remove blockers and manage dependencies.
• Maintain operational discipline by tracking timelines, actions, risks, and decisions; provide real-time updates to senior management.
• Manage senior stakeholders across Technology and Business: set expectations, manage impact narratives, and escalate decisively.
• Perform risk and impact analyses, rapidly assessing the wider implications of outages (business, regulatory, reputational, and security impact) and drive timely escalation and mitigation decisions.
• Execute Change and Problem Management responsibilities as needed, including post-incident stakeholder management and risk assessment.
• Perform concise handovers of live incidents to ensure seamless transitions within the follow-the-sun operational model.

What you'll bring:

• 3+ years leading major incidents in a large-scale, 24/7 production environment within financial services.
• Proven ability to act as incident commander under pressure with strong operational judgment.
• Strong understanding of modern technology stacks (distributed systems, cloud, networks, identity, databases, messaging).
• Exceptional logical and problem-solving skills, particularly for unfamiliar technology systems.
• Solid grasp of cybersecurity concepts and operational risk, including the ability to pivot incident response for potential security impact.
• Experienced in ITIL-aligned practices (Incident, Problem, Change) in enterprise environments.
• Outstanding written and verbal communication skills; able to translate technical detail into business risk and action.
• Strong stakeholder management and influencing skills; able to challenge senior technology leadership respectfully.
• Excellent organizational skills with the ability to manage multiple concurrent tasks.
• Knowledge of enterprise infrastructure including: Operating Systems (Unix, Windows, Mainframe), Storage (NFS, SAN, NAS), Databases (DB2, Sybase, GreenPlum), Web Infrastructure (Load Balancers, Web Proxies), Data Centers (Cooling, Power, Infrastructure), Networks (Switch, Router, DNS, DHCP, Firewalls), Virtualization (Hypervisors), Authentication (Kerberos, PKI, SiteMinder, LDAP, Active Directory), Cloud Platforms (SaaS, IaaS, PaaS - Azure, AWS).