T26-9624; Application, Infrastructure & Service Management, AVP

Provides strategic leadership to ensure enterprise-wide production stability and service continuity. Accountable for managing major IT incidents, driving rapid resolution to minimize business impact, and overseeing critical incident response processes across complex environments. Orchestrates 24/7 technical bridge operations, enforces governance for high-impact events and weekend changes, and conducts proactive health checks to maintain operational readiness.

Responsibilities

• Major Incident Management
  • Provide strategic oversight of critical IT disruptions.
  • Drive rapid service restoration and minimize client impact.
  • Prioritize reduction of Mean Time to Restore Service (MTRS) to uphold operational resilience.
• 24/7 Technical Bridge – Non-Major Incident Resolution
  • Lead continuous global support for lower-tier IT issues.
  • Enable proactive resolution through real-time coordination and cross-functional engagement.
  • Enhance system stability and reduce recurrence of incidents.
• Daily Operational Health Check
  • Conduct structured tri-daily reviews (Mon–Fri) with Application and Infrastructure teams.
  • Assess system health, identify emerging risks, and ensure operational readiness across the enterprise.
• Event & Hypercare Management
  • Govern high-impact IT events end-to-end, including milestone tracking and escalation protocols.
  • Monitor real-time performance during critical periods to ensure seamless execution and stability.
  • Maintain integrated communication channels for effective stakeholder engagement.
• Weekend Change Governance
  • Oversee weekend deployments with a focus on risk mitigation and operational stability.
  • Provide structured governance and coordination to safeguard service integrity during high-change windows.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• ITIL Certification (Intermediate or Expert level) strongly recommended.

Qualifications

• 5+ years of experience in IT Service Management (ITSM) with a focus on Major Incident Management and Command Centre operations.
• Proven leadership in managing large-scale, high-pressure IT environments with global reach.
• Expertise in ITSM tools (e.g., ServiceNow, Remedy) and incident response frameworks.
• Strong understanding of infrastructure, application architecture, and enterprise systems.
• Exceptional communication and stakeholder management skills for executive-level engagement.
• Ability to make rapid, data-driven decisions under critical time constraints.
• Availability for weekend and on-call coverage as part of operational governance.

Skills

• Comprehensive Technical Acumen: Broad understanding of infrastructure and application domains, including Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Enterprise Applications.
• Adaptive Leadership: Ability to quickly learn and integrate emerging technologies and evolving operational procedures to drive innovation and resilience.
• Executive Communication: Exceptional written, verbal, and presentation skills with the ability to convey complex technical issues in clear, actionable terms to diverse stakeholders, including senior leadership.
• Strategic Insight: Proven capability to distill and articulate key findings, risks, and recommendations succinctly for decision-making at all organizational levels.
• Global Collaboration: Skilled in coordinating and influencing multidisciplinary, multicultural teams across regions to achieve unified outcomes under tight timelines.
• Analytical Excellence: Strong problem-solving and critical-thinking skills to navigate complex challenges and deliver rapid, effective solutions.
• Composure Under Pressure: Demonstrated ability to lead calmly and decisively during high-stakes incidents, fostering trust and collaboration across teams.

About the Company

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence, and robotics process automation. We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

State Street is one of the largest custodian banks, asset managers, and asset intelligence companies in the world. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading, and investment management to institutional clients.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Retirement savings plan (401K) with company match.
• Paid-time off including vacation, sick leave, short-term disability, and family care responsibilities.
• Employee Assistance Program.
• Incentive compensation including eligibility for annual performance-based awards.
• Tax-advantaged savings plans.
• Paid volunteer days and matching gift program.
• Access to employee networks for professional and personal support.

Pay

Salary Range: $90,000 - $157,500 Annual. The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location, the applicable range could differ.

Schedule

This role will work a 12 noon to 9 PM weekday shift with some weekend shift availability as part of scheduled coverage.