Sr. Manager - Major Incident Commander

You will be responsible for directing the end-to-end response to high-severity, business-impacting technology incidents as the Major Incident Commander (MIC). Your role will involve leading through influence, orchestrating cross-functional technical teams under intense time pressure while maintaining clear situational awareness and communication. Key Responsibilities:

• Act as the designated Incident Commander for all declared Major/Severity-1/Priority-1 incidents. - Rapidly assess impact, scope, and severity; formally declare major incidents and activate response protocols. - Establish and maintain clear command structure, roles, and accountability throughout the incident lifecycle. - Drive incident progression from detection through mitigation, restoration, and closure. - Lead and control incident bridges/war rooms, ensuring focus, discipline, and forward momentum. - Mobilize the right technical resources across infrastructure, applications, cloud, network, security, and third-party vendors. - Prevent duplicated effort, conflicting actions, and unmanaged escalations. - Make time-critical decisions (rollback, failover, isolation, degradation) based on technical input and business risk. - Own all major incident communications end-to-end. - Translate complex technical situations into clear business impact statements for senior leadership. - Provide structured, time-bound updates to executives, service owners, and business stakeholders. - Ensure consistency across incident bridges, leadership updates, and customer-facing communications where applicable. - Ensure incidents are managed in line with ITIL/SRE/internal Major Incident Management frameworks. - Enforce escalation paths, decision rights, and incident classification standards. - Coordinate emergency changes and risk acceptance where required during live incidents. - Maintain accurate incident timelines, actions, and decisions for audit and review. - Integrate with post-incident reviews (RCAs) for all major incidents. - Contribute to high-quality root cause analysis using structured methods. - Identify system weaknesses, recurring patterns, and resilience gaps. The Northern Trust Bangalore office, established in 2005, is home to over 5,600 employees. In this stunning office space, we offer fantastic amenities that appeal to both clients and employees. You will be responsible for directing the end-to-end response to high-severity, business-impacting technology incidents as the Major Incident Commander (MIC). Your role will involve leading through influence, orchestrating cross-functional technical teams under intense time pressure while maintaining clear situational awareness and communication. Key Responsibilities: