Major Incident Manager, Assistant Vice President

State Street • Quincy, MA

1d • $90,000 - $157,500

About The Position

The Major Incident Manager provides strategic leadership to ensure enterprise-wide production stability and service continuity. This role is accountable for managing major IT incidents, driving rapid resolution to minimize business impact, and overseeing critical incident response processes across complex environments. The AVP orchestrates 24/7 technical bridge operations, enforces governance for high-impact events and weekend changes, and conducts proactive health checks to maintain operational readiness. By establishing IT Service Management (ITSM) best practices, leveraging advanced ITSM tools, and leading cross-functional teams during high-pressure situations, the AVP strengthens operational resilience, safeguards service integrity, and ensures timely remediation of issues. Role requires a 12:00–9:00 PM shift and participation in scheduled weekend coverage.

Requirements

• 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.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field
• 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.

Nice To Haves

• Master’s degree preferred
• ITIL Certification (Intermediate or Expert level) strongly recommended.

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.

Benefits

• Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees