Business Command Center Major Incident/Cyber Lead - Vice President

Key Responsibilities

• Orchestrate the coordination, communication, and escalation of incidents that impact the Services business.
• Serve as the primary liaison between business and technology teams, facilitating rapid escalation of incidents or market events.
• Provide a business perspective on remediation options and translate complex technical details into clear, understandable terms for non-technical stakeholders.
• Proactively monitor the ServiceNow dashboard and incident metrics to identify and address potential issues.
• Leverage your knowledge and experience to accurately assess the impact, severity, and ownership of incidents.
• Exhibit strong command and control on calls with large participants, management and leadership skills to ensure the incident recovery team is well-organized, effectively managed, and communicating clearly throughout the incident lifecycle.
• Drive incidents to successful resolution, ensuring overall incident management goals and milestones are achieved.
• Thoroughly review all Incident Management Status and Metrics Reports for accuracy, consistency, and timeliness.
• Adept at conflict resolution, innovative problem-solving in stressful situations, and leading with agility to address changing business needs.

Cyber Event Leadership & Coordination

• Command the business-centric response to cyber events and incidents in close coordination with Information Security, Business, and Technology partners.
• Represent the BCC and the business in regional, global, and executive-level table-top exercises to ensure a constant state of readiness.
• Build and maintain strong partnerships with regional Cyber BCC Leads to ensure year-round global preparedness and a cohesive response strategy.

Strategic Initiatives (War Room Planning & Execution)

• Lead project management and readiness efforts for initiatives related to Safety & Soundness events by planning on War Room set up for Major event Go-Lives.
• Contribute to the development of comprehensive quality analytics that will be used by senior leaders to inform quality strategy globally.

What You'll Bring

• Proven Leadership Experience: Extensive experience in the financial services industry, with a focus on cash management, transactional banking, and trade operations.
• Incident/Crisis Management Expertise: Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking.
• Exceptional Communication Skills: Excellent written and verbal communication skills, with the ability to influence, negotiate, and present to senior leaders across various functions.
• Experience Communicating with External Parties: Experience communicating with external parties is a plus.
• Intermediate to Advanced Level Knowledge and Hands-On Experience with AI Prompt Engineering: Ability to create process and tooling solutions.
• Problem-Solving Prowess: Strong troubleshooting and problem-solving skills, with the ability to think critically and develop creative solutions.
• Project Management Acumen: Solid understanding of project management standards and methodologies.
• Global Collaboration Experience: Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations.
• Influence and Collaboration: Ability to influence partners and drive cross-functional work to achieve optimal solutions to complex problems.
• Detail-Oriented and Results-Driven: Exceptional attention to detail, comprehensiveness of content, and ability to manage multiple assignments to completion under tight deadlines.
• Adaptability: Flexibility to support global time zones, including some on-call weekend support.
• Client-Centric Mindset: Strong client focus and commitment to delivering exceptional service.
• Interpersonal Skills: Excellent interpersonal skills and the ability to build strong working relationships with colleagues at all levels.
• Information Sharing: Ability to effectively share information with support team members and other technology teams.
• Organizational Skills: Ability to plan and organize workload effectively.
• Clear Communication: Consistently demonstrates clear and concise written and verbal communication skills, tailoring communication appropriately to relevant stakeholders.

Education

• Bachelor's degree or equivalent experience.

Job Family Group

Technology

Job Family

Applications Support

Time Type

Full time

Primary Location

Irving, Texas, United States

Primary Location Full Time Salary Range

$125,760.00 - $188,640.00

Anticipated Posting Close Date

Jun 30, 2026