Vice President, Global Incident Management

Location: Jacksonville, Florida, United States

Company

Financial technology company providing platforms that support global financial transactions and critical services for financial institutions.

What you will do

• Lead critical incident response across all business lines as the single point of accountability for coordinated resolution and time to restore.
• Own MTTR, TTN, recurrence targets, KPIs, and executive reporting to drive measurable resilience improvements.
• Define and enforce incident command roles, severity classifications, escalation paths, hand-offs, and enterprise-wide best practices.
• Provide real-time status updates, decisions, asks, and post-incident narratives to C-suite stakeholders.
• Coordinate SRE, engineering, technology, client-facing, and Client Office teams during high-severity events.
• Build and lead a global team of incident commanders, while running drills, tabletops, and continuous improvement activities.

Requirements

• 15+ years of experience in incident management, technology, site reliability, or resilience leadership, including major incident command at enterprise scale.
• Demonstrated success reducing MTTR and incident recurrence in complex, mission-critical, 24x7 environments.
• Executive communication and influence skills, including translating technical conditions into business impact and clear decisions.
• Experience establishing or transforming an incident management or resilience function.
• Strong knowledge of ITIL, ITSM, SRE principles, severity and escalation design, post-incident reviews, and root cause analysis.
• Financial services, payments, cloud, or another regulated high-availability sector is strongly preferred.

Nice to have

• Familiarity with DORA, SEC, and GDPR operational resilience expectations.

Culture & Benefits

• High-visibility leadership role with enterprise-wide authority over the global incident command framework.
• Opportunity to build the operating model, best practices, team, and culture rather than inherit an established function.
• Work supporting systems that underpin the global financial system.
• Regular interaction with the CEO and senior leadership.