Job Description:
Job Title Global Command Centre Manager (Global Incident Management) Corporate Title Vice President Location Jacksonville, FL Overview 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/procedures. Operating a "follow the sun" service model across three regions to provide 24/5.5 support. Within the GIM Function there is a Global Command Centre. The Global Command Centre is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI). What We Offer YouA diverse and inclusive environment that embraces change, innovation, and collaborationA hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer daysEmployee Resource Groups support an inclusive workplace for everyone and promote community engagementCompetitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefitsEducational resources, matching gift and volunteer programs What You’ll DoLead and manage the Global Command Centre Operations across multiple time zonesDevelop and implement processes for Incident detection, escalation, resolution and post incident analysisCollaborate with Information Technology (IT) teams to maintain situational awareness and operational stabilityContinuously assess and improve command centre processes, tools and technologies, Lead incident response drills and readiness exercisesManage, lead, and develop the regional Command Centre managers ensuring effective service delivery, manging performance and development objectives effectivelyDriving strategic change in addition to implementing service improvements and embedding a positive organisational culture for the Global team, Participate on weekend incident on call escalation How You’ll LeadAct as the senior Global escalation point for the Command Centre, Team management – Ability to lead and develop a virtual team of command centre managers comprising of onsite and remote resourceStakeholder Collaboration – Developing and managing stakeholder relationshipsStrategic Change – Drive and act as an ambassador of strategic change and continual service improvement, Coaching and mentoring team members Skills You’ll NeedAdvanced experience in managing a Global Command Centre function and in-depth knowledge of ITIL processes, including Incident, Problem, Change, Event and Knowledge ManagementExcellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teamsExperience with monitoring and observability tools and an ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident eventsAbility to remain calm, controlled, and rational, especially in high 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 levelsStrong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement Skills That Will Help You ExcelExcellent Stakeholder engagement skillsExcellent communication both written and verbal skillsAbility to articulate technical communications into business languageExcellent leadership skillSelf-motivated and ability to operate in a critical fast paced environment Expectations It is the Bank’s expectation that employees hired into this role will 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. The salary range for this position in Jacksonville is $100,000 to $145,500. Actual salaries may be based on a number of factors including, but not limited to, a candidate’s skill set, experience, education, work location and other qualifications. Posted salary ranges do not include incentive compensation or any other type of remuneration. Deutsche Bank Benefits At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That’s why we are focused on providing benefits and perks that enable our colleagues to live authentically and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here to learn more! Learn more about your life at Deutsche Bank through the eyes of our current employees https://careers.db.com/life The California Consumer Privacy Act outlines how companies can use personal information. If you are interested in receiving a copy of Deutsche Bank’s California Privacy Notice please email HR.Direct@DB.com. #LI-HYBRID We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively. Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group. We welcome applications from all people and promote a positive, fair and inclusive work environment. We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories. 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