Director/Sr. Director - Head of Incident and Problem Management

About the role

Northern Trust seeks a Director/Sr. Director to lead the Technology Global Command Center, ensuring resilience for global Payments and Wealth Management platforms. This role oversees Incident and Problem Management, driving operational excellence through AIOps, automation, and modernization in Pune or Bangalore. The position requires managing a 24x7x365 command center and leading major incident governance.

What you’ll do

• Lead the globally distributed 24x7x365 Technology Global Command Center
• Govern Major Incident Management for Priority 1 and 2 incidents
• Drive Root Cause Analysis and permanent remediation programs
• Build and execute multi-year AIOps and intelligent operations strategy
• Partner with risk and compliance leaders to strengthen resiliency
• Modernize command center capabilities through observability and telemetry
• Develop executive reporting for technology health and service performance
• Lead talent development and succession planning for global teams

What you’ll bring

• 15+ years technology operations and service management experience
• 10+ years senior leadership managing global tech teams
• Experience in banking, financial services, or asset servicing
• Bachelor’s degree in CS, Engineering, or related field
• Deep experience with ITIL Incident and Problem Management
• Proven track record in major incident command

Nice to have

• Master's degree preferred
• Experience with AIOps platforms and observability tools
• Knowledge of cloud operations (Azure/AWS)
• Familiarity with ServiceNow ITSM
• Understanding of operational resiliency and risk management

Skills

Benefits

• Flexible and collaborative work culture
• Opportunities for internal movement
• Access to senior leaders
• Community volunteering opportunities

Education

Bachelor’s degree in Computer Science, Engineering, Information Systems, or related discipline. Master's degree preferred.