Description
We are seeking a Service Recovery Manager to join our team in Whippany, NJ. As a Service Recovery Manager, you will play a pivotal role in supporting the response to major incidents, coordinating cross-functional teams, and driving rapid service restoration across multi-layered technology environments.
The purpose of this role is to mitigate the impact of unexpected incidents by identifying, responding to, and resolving disruptions that threaten the bank's IT services, operations, and technological infrastructure through effective decision-making and successful resource delegation.
Key responsibilities include:
- Developing, implementing, and managing major incident management programmes
- Executing responses to reported incidents from various channels, prioritising by potential impact to the bank's IT systems
- Analysing logs, system data, and user reports to identify the root cause of incidents and determining the necessary course of action
- Executing regular tests and simulations to test response procedures in the event of an incident
- Documenting and analysing past incident details, steps to resolution, and lessons learned
As an Assistant Vice President, you will be expected to:
- Advise and influence decision-making, contribute to policy development, and take responsibility for operational effectiveness
- Lead a team performing complex tasks, using well-developed professional knowledge and skills
- Set objectives and coach employees in pursuit of those objectives
- Identify ways to mitigate risk and develop new policies/procedures in support of the control and governance agenda
To be successful in this role, you should have:
- Demonstrated experience guiding the recovery of major incidents, coordinating technical teams, and driving service restoration
- Extensive knowledge of IT Service Management (ITSM) methodologies, including Incident, Problem, Change, Major Incident, and Service Continuity processes
- Established ability to interpret sophisticated technical issues, assess business impact, and drive effective remediation and root cause resolution
- Considerable communication and stakeholder liaison skills
- Experience leveraging operational monitoring, observability, automation, and collaboration tools
Preferred skills include:
- 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
In terms of compensation, the minimum salary is $130,000 and the maximum salary is $170,000 per year. Benefits include medical, dental, and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.