Level 2 Incident Manager

Job Description: Details of the Division and Team: The Global Incident Management (GIM) function is responsible for ensuring the effective management of business-impacting and high-risk production incidents across the Bank's technology landscape. Operating within a global 24x7 follow-the-sun support model, the team drives the rapid restoration of services, minimizing business disruption, regulatory exposure, financial loss, and reputational risk. The Level 2 Incident Manager (AVP) provides operational leadership, governance oversight, and end-to-end coordination of critical incidents The successful candidate will play a key role in maintaining operational stability, driving service improvements, enhancing operational resilience, and supporting the strategic development of the Global Incident Management function What we will offer you: • Flexible benefits plan including virtual doctor consultation services • Comprehensive leave benefits • Gender Neutral Parental Leave • Hybrid working arrangement • 25 days of annual paid leave, plus public holiday • A culture of continuous learning to aid progression Your key responsibilities: Major Incident Management • Lead and coordinate the resolution of Major Incidents (Priority Critical, P1, P2, and P3-Critical) to restore services as quickly as possible. • Chair and manage major incident bridge calls, ensuring effective coordination across technology teams and stakeholders. • Flexible for weekend coverage and occasional public holidays is required. The role may require early morning shift starts between 6:00 AM and 8:00 AM Singapore Time to support regional and global operational requirements. • Drive technical teams toward timely resolution by establishing clear ownership, actions, and recovery plans. • Ensure accurate documentation of major incidents, including timelines, decisions, actions, and communication records. • Provide effective handover of incident information to Problem Management for root cause analysis and remediation activities. Operational Leadership • Provide regional operational leadership and oversight for the Incident Management function. • Ensure effective shift handovers and operational continuity across APAC, EMEA, and AMER regions. • Mentor and support junior Incident Managers and Incident Coordinators. Stakeholder Engagement & Communication • Deliver timely, accurate, and business-focused communications to senior management, business stakeholders, and technology leadership. • Facilitate executive updates during major incidents and ensure appropriate escalation to management where required. • Translate technical issues into clear business impact assessments and recovery updates. • Establish and maintain strong relationships across application support, infrastructure, cyber security, business, and control functions. Governance, Risk & Compliance • Ensure adherence to Global Incident Management processes, policies, standards, and regulatory requirements. • Identify and escalate operational risks, compliance concerns, and control weaknesses arising from incidents. • Support internal and external audit activities by providing evidence, documentation, and process compliance reporting. • Ensure regulatory reporting requirements and governance obligations are met within required timelines. Reporting & Management Information • Produce weekly, monthly, quarterly, and annual management reporting and KPI dashboards. • Analyze incident trends and identify recurring service risks and improvement opportunities. • Prepare management commentary and executive summaries for senior stakeholders. • Maintain and ensure the accuracy of Incident Management dashboards and operational reporting tools. Service Improvement & Quality Assurance • Drive continual service improvement initiatives based on incident trends, lessons learned, and quality reviews. • Lead and support Incident Management Quality Assurance reviews and governance activities. • Identify opportunities for process standardization, automation, and operational efficiency. • Ensure action items from post-incident reviews are tracked and completed. Knowledge & Process Management • Maintain and continuously improve Incident Management procedures, work instructions, playbooks, and reference guides. • Develop training materials and deliver Incident Management process and tool training across support teams. • Promote process awareness and best practices within technology and business support functions. • Ensure all operational documentation remains current, accurate, and audit-ready. Operational Resilience • Support crisis management, operational resilience exercises, and major incident simulations. • Identify resilience gaps and coordinate remediation activities with relevant stakeholders. • Contribute to strengthening service recovery capabilities and incident response readiness across the organization. Leadership & Team Development • Provide coaching, mentoring, and guidance to Incident Management team members. • Support recruitment, onboarding, and development of Incident Management personnel. • Foster a culture of operational excellence, accountability, continuous improvement, and stakeholder focus. • Lead by example during high-pressure situations, demonstrating calm, decisive, and professional incident leadership. Your skills and experience: • Minimum 6 years of IT Major Incident Management or Critical Incident Management experience in a large-scale enterprise environment. • Strong hands-on experience with ServiceNow Incident Management/Ticketing tool • Proven experience in incident data analysis, trend identification, and reporting. • Exceptional communication (written and verbal) and stakeholder management skills. • Proven ability to lead technical teams during critical incidents. • Strong problem-solving and analytical capabilities. • ITIL V3/V4 Foundation certification. About us and our teams: Deutsche Bank is the leadin…