Incident Manager; Global Incident Management - Assistant Vice President

Job Description

Title: Incident Manager (Global Incident Management)

Corporate

Title:

Assistant Vice President

Location: Jacksonville, FL

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes and procedures, and operating a "follow the sun" service model across three regions to provide 24/7, 365‑day support. The US Regional Lead is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI).

The US Incident Manager role is the point of escalation, overseeing coordination and resolution of Information Technology (IT) Major Incidents during the US time zone, ensuring operational stability and minimizing service disruption. As the US Incident Manager, you will participate in the weekend management on‑call escalation rota and form an integral part of the management team.

• Monitor and ensure effective management and regular, accurate senior communication of major incidents while ensuring incidents are managed in accordance with procedures and controls.
• Act as the central point of senior escalation for the region.
• Manage, lead, and develop the regional team to ensure effective service delivery, managing performance and development objectives effectively.
• Collaborate with key senior stakeholders and Global teams to ensure adherence to Incident Management processes, controls, and governance frameworks.
• Drive strategic change, implement service improvements, and embed a positive organizational culture for the regional team.

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management.
• Excellent stakeholder engagement and experience in leading cross‑functional teams in a critical function, managing diverse global stakeholders, and communicating with senior leadership and technical teams.
• Ability to rapidly assess situations and coordinate incident resolution during high‑impact events, maintaining a calm, controlled, and rational approach, especially in demanding situations.
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem‑solving skills, along with excellent written and verbal communication at all levels.
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement.

• Excellent stakeholder engagement skills.
• Strong written and verbal communication skills.
• Ability to translate technical communications into business language.
• Excellent leadership skills.
• Self‑motivated and able to operate in a critical, fast‑paced environment.

The bank expects employees hired into this role to work in the Jacksonville, FL office in accordance with the bank’s hybrid working model. Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.

Salary range: $78,000 to $120,500. Actual salaries may be based on a number of factors, including a candidate’s skill set, experience, education, work location, and other qualifications. Incentive compensation and additional remuneration are not included.

Deutsche Bank welcomes applications from all people and promotes a positive, fair, and inclusive work environment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by law.