Senior Lead Systems Operations Engineer (COO Technology Incident Commander)
About The Position
About this role: Chief Operating Office Technology (COO Tech) group provides technology services for the Chief Operating Office. This includes operations, control executives, strategic execution, business continuity and resiliency, data solutions and services, regulatory relations, customer experience, enterprise shared services, supply chain management, and the corporate properties group. TCOO provides technology solutions and manages application portfolios for these groups to support modernization and optimization. The Platform & Application Services team within the Chief Operating Office Technology group seeks an Incident Management Commander to oversee enterprise-wide incident response and governance for critical operational, technology, and business events. This senior role ensures prompt detection, escalation, communication, and resolution of incidents affecting customers, staff, or the firm. The lead partners with stakeholders across technology, business, risk, and resiliency, providing leadership during complex incidents and advancing incident management from reactive troubleshooting to proactive, predictive systems oversight. The position also drives the adoption of advanced observability practices and tools to deliver system visibility and operational excellence. Additionally, this role will play a pivotal part in the organization’s transformation initiatives by identifying opportunities to modernize incident management processes, leveraging emerging technologies, and facilitating cross-functional collaboration to support strategic change. The Incident Management Commander will help shape and execute transformation strategies that enhance operational resilience, streamline workflows, and accelerate the transition to next-generation technology solutions across the enterprise.
Requirements
- 7+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice To Haves
- Strong executive presence with the ability to lead, communicate with authority, and drive service restoration in high‑pressure situations.
- Proven experience leading or coordinating response to complex, high‑impact incidents in large, matrixed organizations.
- Deep understanding of the incident management lifecycle, escalation frameworks, and governance expectations.
- Excellent verbal and written communication skills, able to translate complex technical or operational issues into clear, executive‑level messaging.
- Demonstrated ability to operate calmly, decisively, and effectively in time‑sensitive environments.
- Credible, influential leader with strong business and technology acumen and a track record of motivating teams across organizational boundaries.
- Strategic thinker with strong problem‑solving skills and a focus on proactive, practical solutions.
- Experience partnering with senior and executive leaders during critical events.
- Familiarity with enterprise incident severity models, crisis management, and business continuity frameworks.
- Knowledge of technology incident, cyber, third‑party, and operational risk domains.
- Experience supporting enterprise or large‑scale financial services environments.
- Hands‑on experience with observability, automation, and incident management tooling, reporting, and metrics (e.g., ServiceNow, PowerBI, Grafana).
Responsibilities
- Lead enterprise incident response for major events, serving as incident commander, coordinating cross‑functional teams, and driving timely resolution.
- Communicate incident impact, status, and outcomes to senior leadership and key stakeholders.
- Ensure adherence to incident management, risk, and escalation protocols; maintain governance and regulatory documentation.
- Drive post‑incident reviews, corrective actions, and continuous improvement of incident management processes and training.
- Advise senior leadership on complex platform support, operational strategies, and transformation initiatives.
- Lead high‑impact systems and infrastructure initiatives, translating business strategy into scalable technology solutions.
- Foster cross‑functional collaboration, mentor team members, and promote accountability, preparedness, and technical excellence.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
