Service Recovery Manager

Barclays•Jefferson, CO

7d•$130,000 - $170,000•Onsite

About The Position

The Service Recovery Manager mitigates the impact of unexpected incidents that threaten the bank’s IT services, operations, and technological infrastructure. The role supports major incident response, coordinates cross-functional teams, and drives rapid service restoration across complex technology environments to protect customer, client, and colleague experiences. It offers the opportunity to influence senior stakeholders, strengthen operational resilience, and improve the stability and reliability of critical banking services. The role develops, implements, and manages major incident management programs; responds to incidents reported through channels such as email, phone, and monitoring systems; prioritizes incidents by their potential impact; and provides status updates to affected stakeholders. It analyzes logs, system data, and user reports to determine root causes and resolution steps, escalating when needed. It also tests incident response procedures and documents incidents, resolutions, and lessons learned to identify recurring issues, establish preventive measures, and maintain a knowledge base. The position involves complex analysis, risk and control ownership, policy and procedure development, collaboration across business and technology areas, and communication with stakeholders on complex or sensitive issues. Depending on whether the role has leadership responsibilities, it may include leading and coaching a team or guiding collaborative assignments. The role is located in Barclays’ Whippany, New Jersey office.

Requirements

Demonstrated experience guiding the recovery of major incidents, coordinating technical teams, overseeing stakeholder communications, and driving service restoration in high-pressure, time-critical environments.
Extensive knowledge of IT service and ITSM methodologies, including Incident, Problem, Change, Major Incident, and Service Continuity processes; ideally aligned with ITIL best practices.
Ability to interpret complex technical issues, assess business impact, enable timely agreements, and drive remediation and root-cause resolution across infrastructure, applications, networks, and cloud services.
Strong communication and stakeholder liaison skills, including the ability to provide clear, concise updates during service disruptions.
Experience using operational monitoring, observability, automation, and collaboration tools to improve service resilience, reduce recovery times, and support continuous improvement.
Ability to analyze data from multiple internal and external sources to solve problems effectively.
Ability to advise and influence decision-making, collaborate across functions, and take responsibility for operational effectiveness.
Ability to identify and mitigate risk and strengthen controls.

Nice To Haves

Experience with observability, monitoring, and event coordination platforms such as Dynatrace, AppDynamics, Splunk, BigPanda, Netcool, Observe, and ServiceNow.
Knowledge of infrastructure, cloud, networks, middleware, databases, authentication services, and end-user technologies.
Experience identifying opportunities for process optimization, automation, AI adoption, and operational efficiency improvements.
Ability to build effective partnerships across Technology, Operations, Cyber, Business Support teams, and external vendors.

Responsibilities

Develop, implement, and manage major incident management programs.
Coordinate responses to reported incidents across channels such as email, phone, and monitoring systems, prioritizing by potential impact to the bank’s IT systems.
Provide regular incident status updates to affected stakeholders, including senior executives, business stakeholders, support teams, and external vendors.
Analyze logs, system data, and user reports to identify incident root causes and determine resolution or escalation paths.
Coordinate technical and cross-functional teams to drive service restoration during major incidents.
Conduct regular tests and simulations of incident response procedures.
Document incidents, resolution steps, and lessons learned; identify recurring issues, implement preventive measures, and maintain a knowledge base of known issues.
Identify opportunities for process optimization, automation, AI adoption, and operational efficiency improvements.
Take ownership of risk management and strengthening controls, and develop policies or procedures that support risk mitigation and governance.
Collaborate across Technology, Operations, Cyber, Business Support, and other functions to improve operational resilience and customer outcomes.
Communicate complex information and influence stakeholders to achieve outcomes.
If the position includes people leadership, set objectives, coach employees, assess performance, and determine reward outcomes; otherwise, lead collaborative assignments and guide team members.