First Citizens Bank
Director - Enterprise Incident Management (Raleigh, NC/Phoenix, AZ)
First Citizens Bank, Raleigh, North Carolina, United States, 27601
Director - Enterprise Incident Management (Raleigh, NC/Phoenix, AZ)
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Overview This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office in Raleigh, NC or Phoenix, AZ. As First Citizens Bank continues to grow and mature within the Large Financial Institution (LFI) space, we are investing in greater resilience, responsiveness, and operational discipline across our technology and business landscape.
The Director of Enterprise Incident Management will lead the enterprise-wide strategy and execution direction of the IT Major Incident Management and Enterprise Incident Management strategy, driving a unified and risk‑aware response capability that minimizes business exposure and strengthens our operational resiliency program.
This high‑impact leadership role is responsible for maturing the Enterprise Incident Response Framework, establishing clear governance and process integration across IT and business functions, and ensuring communication and decision‑making during high‑severity events.
Responsibilities
Lead the Enterprise Incident Management and Major Incident Management functions, overseeing daily execution and long‑term process maturity.
Define and implement the Enterprise Response Framework, ensuring alignment with ITIL‑based ITSM processes, operational resilience principles, and regulatory expectations for a large financial institution.
Partner with Risk, Technology, and Business Continuity leaders to ensure incident response integrates seamlessly with the broader resilience strategy.
Resiliency Through Response
Build and sustain organizational resilience through effective, consistent incident response mechanisms that prioritize restoration, containment, and recovery.
Ensure lessons learned from incidents directly inform risk mitigation, preventative controls, and business continuity planning.
Enhance and develop scenario response playbooks.
Champion the use of data, automation, and simulation exercises to strengthen recovery readiness and reduce systemic vulnerabilities.
Conduct periodic desktop sessions with core response teams to provide muscle‑memory engagements and responsibilities during incidents.
Risk‑Based Decision Making & Exposure Reduction
Drive risk‑informed incident management by enabling leaders to make timely, evidence‑based decisions during disruptions.
Lead efforts to reduce overall exposure from incidents – minimizing customer impact, financial loss, and reputational risk through proactive escalation, communication, and governance.
Operational Excellence & Communication
Direct the enterprise’s response to high‑severity incidents, coordinating technical teams, vendors, and business stakeholders in real time.
Oversee executive and enterprise communications during significant incidents, ensuring consistent, transparent, and timely updates.
Partner with Problem, Change, and Event Management owners to ensure process integration and data integrity across the ITSM ecosystem.
Translate technical impact to clear business context, enabling executives to understand risk trade‑offs and prioritize response actions.
Define and measure KPIs such as Mean Time to Detect, Mean Time to Restore, and overall business impact duration, using insights to drive continual service improvement.
Leadership & Team Development
Build and lead a high‑performing Enterprise Incident Management team operating with precision, composure, and strategic clarity during critical events.
Develop talent, define roles and competencies, and foster a culture of collaboration, continuous learning, and operational resilience.
Serve as a visible leader and trusted advisor to senior technology and business executives during crisis and recovery efforts.
Qualifications Bachelor’s Degree and 8 years of experience in complex leadership and management responsibilities in an Infrastructure and Operations Enterprise environment OR High School Diploma or GED and 12 years of experience in complex leadership and management responsibilities in an Infrastructure and Operations Enterprise environment.
Preferred Skills
Strong experience in ServiceNow, particularly with ITSM modules
Proven leadership experience, particularly in a financial institution
Strategic thinker with strong operational execution skills and executive presence
Exceptional facilitation and communication abilities under pressure
Deep understanding of risk management, business impact assessment, and resiliency frameworks
Skilled in synthesizing technical detail into business context for senior leadership
Proven record of transforming processes, developing talent, and driving measurable service improvement
Preferred Certifications
ITIL v4 Intermediate or Managing Professional Certification
Certified Incident Manager (BCI, DRII, or equivalent)
Additional certifications in SRE, Operational Resilience, or Program Management (PMP, CISM, or similar) are considered a plus
Benefits Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed, and quality benefits program to meet the needs of our associates. More information can be found at
https://jobs.firstcitizens.com/benefits .
Referrals Referrals increase your chances of interviewing at First Citizens Bank by 2x.
Location Details Available in Raleigh, NC and Phoenix, AZ.
#J-18808-Ljbffr
Overview This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office in Raleigh, NC or Phoenix, AZ. As First Citizens Bank continues to grow and mature within the Large Financial Institution (LFI) space, we are investing in greater resilience, responsiveness, and operational discipline across our technology and business landscape.
The Director of Enterprise Incident Management will lead the enterprise-wide strategy and execution direction of the IT Major Incident Management and Enterprise Incident Management strategy, driving a unified and risk‑aware response capability that minimizes business exposure and strengthens our operational resiliency program.
This high‑impact leadership role is responsible for maturing the Enterprise Incident Response Framework, establishing clear governance and process integration across IT and business functions, and ensuring communication and decision‑making during high‑severity events.
Responsibilities
Lead the Enterprise Incident Management and Major Incident Management functions, overseeing daily execution and long‑term process maturity.
Define and implement the Enterprise Response Framework, ensuring alignment with ITIL‑based ITSM processes, operational resilience principles, and regulatory expectations for a large financial institution.
Partner with Risk, Technology, and Business Continuity leaders to ensure incident response integrates seamlessly with the broader resilience strategy.
Resiliency Through Response
Build and sustain organizational resilience through effective, consistent incident response mechanisms that prioritize restoration, containment, and recovery.
Ensure lessons learned from incidents directly inform risk mitigation, preventative controls, and business continuity planning.
Enhance and develop scenario response playbooks.
Champion the use of data, automation, and simulation exercises to strengthen recovery readiness and reduce systemic vulnerabilities.
Conduct periodic desktop sessions with core response teams to provide muscle‑memory engagements and responsibilities during incidents.
Risk‑Based Decision Making & Exposure Reduction
Drive risk‑informed incident management by enabling leaders to make timely, evidence‑based decisions during disruptions.
Lead efforts to reduce overall exposure from incidents – minimizing customer impact, financial loss, and reputational risk through proactive escalation, communication, and governance.
Operational Excellence & Communication
Direct the enterprise’s response to high‑severity incidents, coordinating technical teams, vendors, and business stakeholders in real time.
Oversee executive and enterprise communications during significant incidents, ensuring consistent, transparent, and timely updates.
Partner with Problem, Change, and Event Management owners to ensure process integration and data integrity across the ITSM ecosystem.
Translate technical impact to clear business context, enabling executives to understand risk trade‑offs and prioritize response actions.
Define and measure KPIs such as Mean Time to Detect, Mean Time to Restore, and overall business impact duration, using insights to drive continual service improvement.
Leadership & Team Development
Build and lead a high‑performing Enterprise Incident Management team operating with precision, composure, and strategic clarity during critical events.
Develop talent, define roles and competencies, and foster a culture of collaboration, continuous learning, and operational resilience.
Serve as a visible leader and trusted advisor to senior technology and business executives during crisis and recovery efforts.
Qualifications Bachelor’s Degree and 8 years of experience in complex leadership and management responsibilities in an Infrastructure and Operations Enterprise environment OR High School Diploma or GED and 12 years of experience in complex leadership and management responsibilities in an Infrastructure and Operations Enterprise environment.
Preferred Skills
Strong experience in ServiceNow, particularly with ITSM modules
Proven leadership experience, particularly in a financial institution
Strategic thinker with strong operational execution skills and executive presence
Exceptional facilitation and communication abilities under pressure
Deep understanding of risk management, business impact assessment, and resiliency frameworks
Skilled in synthesizing technical detail into business context for senior leadership
Proven record of transforming processes, developing talent, and driving measurable service improvement
Preferred Certifications
ITIL v4 Intermediate or Managing Professional Certification
Certified Incident Manager (BCI, DRII, or equivalent)
Additional certifications in SRE, Operational Resilience, or Program Management (PMP, CISM, or similar) are considered a plus
Benefits Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed, and quality benefits program to meet the needs of our associates. More information can be found at
https://jobs.firstcitizens.com/benefits .
Referrals Referrals increase your chances of interviewing at First Citizens Bank by 2x.
Location Details Available in Raleigh, NC and Phoenix, AZ.
#J-18808-Ljbffr