Level 2 Incident Manager

Details of the Division and Team:

The Global Incident Management (GIM) function is responsible for ensuring the effective management of business-impacting and high-risk production incidents across the Bank's technology landscape. Operating within a global 24x7 follow-the-sun support model, the team drives the rapid restoration of services, minimizing business disruption, regulatory exposure, financial loss, and reputational risk.

The Level 2 Incident Manager (AVP) provides operational leadership, governance oversight, and end-to-end coordination of critical incidents The successful candidate will play a key role in maintaining operational stability, driving service improvements, enhancing operational resilience, and supporting the strategic development of the Global Incident Management function

What we will offer you:

• Flexible benefits plan including virtual doctor consultation services

• Comprehensive leave benefits

• Gender Neutral Parental Leave

• Hybrid working arrangement

• 25 days of annual paid leave, plus public holiday

• A culture of continuous learning to aid progression

Your key responsibilities:

Major Incident Management

• Lead and coordinate the resolution of Major Incidents (Priority Critical, P1, P2, and P3-Critical) to restore services as quickly as possible.

• Chair and manage major incident bridge calls, ensuring effective coordination across technology teams and stakeholders.

• Flexible for weekend coverage and occasional public holidays is required. The role may require early morning shift starts between 6:00 AM and 8:00 AM Singapore Time to support regional and global operational requirements.

• Drive technical teams toward timely resolution by establishing clear ownership, actions, and recovery plans.

• Ensure accurate documentation of major incidents, including timelines, decisions, actions, and communication records.

• Provide effective handover of incident information to Problem Management for root cause analysis and remediation activities.

Operational Leadership

• Provide regional operational leadership and oversight for the Incident Management function.

• Ensure effective shift handovers and operational continuity across APAC, EMEA, and AMER regions.

• Mentor and support junior Incident Managers and Incident Coordinators.

Stakeholder Engagement & Communication

• Deliver timely, accurate, and business-focused communications to senior management, business stakeholders, and technology leadership.

• Facilitate executive updates during major incidents and ensure appropriate escalation to management where required.

• Translate technical issues into clear business impact assessments and recovery updates.

• Establish and maintain strong relationships across application support, infrastructure, cyber security, business, and control functions.

Governance, Risk & Compliance

• Ensure adherence to Global Incident Management processes, policies, standards, and regulatory requirements.

• Identify and escalate operational risks, compliance concerns, and control weaknesses arising from incidents.

• Support internal and external audit activities by providing evidence, documentation, and process compliance reporting.

• Ensure regulatory reporting requirements and governance obligations are met within required timelines.

Reporting & Management Information

• Produce weekly, monthly, quarterly, and annual management reporting and KPI dashboards.

• Analyze incident trends and identify recurring service risks and improvement opportunities.

• Prepare management commentary and executive summaries for senior stakeholders.

• Maintain and ensure the accuracy of Incident Management dashboards and operational reporting tools.

Service Improvement & Quality Assurance

• Drive continual service improvement initiatives based on incident trends, lessons learned, and quality reviews.

• Lead and support Incident Management Quality Assurance reviews and governance activities.

• Identify opportunities for process standardization, automation, and operational efficiency.

• Ensure action items from post-incident reviews are tracked and completed.

Knowledge & Process Management

• Maintain and continuously improve Incident Management procedures, work instructions, playbooks, and reference guides.

• Develop training materials and deliver Incident Management process and tool training across support teams.

• Promote process awareness and best practices within technology and business support functions.

• Ensure all operational documentation remains current, accurate, and audit-ready.

Operational Resilience

• Support crisis management, operational resilience exercises, and major incident simulations.

• Identify resilience gaps and coordinate remediation activities with relevant stakeholders.

• Contribute to strengthening service recovery capabilities and incident response readiness across the organization.

Leadership & Team Development

• Provide coaching, mentoring, and guidance to Incident Management team members.

• Support recruitment, onboarding, and development of Incident Management personnel.

• Foster a culture of operational excellence, accountability, continuous improvement, and stakeholder focus.

• Lead by example during high-pressure situations, demonstrating calm, decisive, and professional incident leadership.

Your skills and experience:

• Minimum 6 years of IT Major Incident Management or Critical Incident Management experience in a large-scale enterprise environment.

• Strong hands-on experience with ServiceNow Incident Management/Ticketing tool

• Proven experience in incident data analysis, trend identification, and reporting. 

• Exceptional communication (written and verbal) and stakeholder management skills.

• Proven ability to lead technical teams during critical incidents.

• Strong problem-solving and analytical capabilities.

• ITIL V3/V4 Foundation certification.

About us and our teams:

Deutsche Bank is the leading German bank with strong European roots and a global network. click here to see what we do.

Deutsche Bank & Diversity

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.