Major Incident Commander

About Northern Trust:

Northern Trust a Fortune 500 company is a globally recognized award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the worlds most successful individuals families and institutions by remaining true to our enduring principles of service expertise and integrity. With more than 130 years of financial experience and over 22000 partners we serve the worlds most sophisticated clients using leading technology and exceptional service.

Job Title Major Incident Commander (Production Assurance Operations)

Role Summary

The Major Incident Commander (MIC) is an Accountable leader who is responsible for directing the endtoend response to highseverity businessimpacting technology incidents. The role owns command coordination driving decisionmaking and executive communication during major incidents ensuring rapid service restoration minimal business impact and disciplined postincident learning.

The MIC does not fix systems directly. Instead they lead through influence orchestrating crossfunctional technical teams (SRE Infrastructure Application Network Cloud Security Vendors) under intense time pressure while maintaining clear situational awareness and communication.

Key Responsibilities

1. Incident Command & Leadership

• Act as the designated Incident Commander for all declared Major / Severity1 / Priority1 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.

2. Coordination & Execution

• 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 thirdparty vendors.
• Prevent duplicated effort conflicting actions and unmanaged escalations.
• Make timecritical decisions (rollback failover isolation degradation) based on technical input and business risk.
• Drive Incident Managers and Incident analysts for fire calling stakeholder management bridge and communication management

3. Stakeholder & Executive Communication

• Own all major incident communications endtoend
• Translate complex technical situations into clear business impact statements for senior leadership.
• Have straight line communication with the CXO group on the impact progress and status
• Provide structured timebound updates to executives service owners and business stakeholders.
• Ensure consistency across incident bridges leadership updates and customerfacing communications where applicable.

4. Governance Process & Control

• 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.

5. PostIncident Review & Continuous Improvement

• Integrate with postincident reviews (RCAs) for all major incidents.
• Contribute to highquality root cause analysis using structured methods (5 Whys Fishbone KT FMEA).
• Flash system weaknesses recurring patterns and resilience gaps.

Operating Model

• Part of a Production Assurance/ Incident Management Operations function.
• Participation in oncall or major incident rotation including offhours and weekends.
• Works closely with Service Owners Engineering Architecture Security and Vendor Management teams

Required Experience & Skills

Core Experience

• Overall 18 years of IT-BFSI Delivery
• Proven experience acting as Incident Commander or Major Incident Lead in complex 247 enterprise environments.
• 10 years in IT Operations SRE Incident Management or Production Support roles.
• Handson exposure to missioncritical systems (cloud infrastructure applications networks identity databases).

Technical & Operational Knowledge

• Strong understanding of modern distributed systems and failure modes.
• Familiarity with cloud platforms (AWS / Azure / GCP) and cloudnative architectures.
• Working knowledge of monitoring alerting and observability tools (e.g. Dynatrace Splunk Prometheus Grafana).
• Experience with ITSM tools (ServiceNow Remedy Jira Service Management or equivalent).
• Strong understanding of Custody Trade and Payments Operations will be an added advantage

Leadership & Behavioral Competencies

• Demonstrates strong situational control and composure during high-pressure high-demand incidents.
• Leads decisively through effective delegation of authority and accountability.
• Exhibits assertive leadership by rapidly taking ownership and directing incident response actions.
• Drives war room operations with clear command structured governance and disciplined execution.
• Communicates clear concise and outcome-focused deliverables with confidence to senior executives technical teams and business service delivery leaders.

Certifications (Preferred Not Mandatory)

• ITIL v4
• SRE or Cloud certifications
• Incident Command / Crisis Management training

Working with Us:

As a Northern Trust partner greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged senior leaders are accessible and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

Wed love to learn more about how your interests and experience could be a fit with one of the worlds most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process please email our HR Service Center at .

We hope youre excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

About Our Bangalore Office

The Northern Trust Bangalore office established in 2005 is home to over 5600 this stunning office space we offer fantastic amenities which include our Arrival Hub Jungle the GameZone and the Employee Experience Zone that appeal to both clients and employees.Learn more.