Description

Principal Incident Manager

Position Summary

The Principal Service Management Specialist provides strategic leadership across enterprise service management with a focus on incident management, operational resilience, governance, process maturity, and automation. This role partners with technology, business, risk, architecture, and engineering teams to strengthen service stability, accelerate service restoration, improve operational performance, and reduce recurring issues within a highly regulated environment.

Key Responsibilities

• Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up.

• Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery.

• Lead and mature enterprise service management practices across in...