01Overview
About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the worlds most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 partners, we serve the worlds most sophisticated clients using leading technology and exceptional service.
Position Summary
The Senior Director, Technology Global Command Center, Incident & Problem Management is a strategic technology operations leader responsible for ensuring the resilience, stability, and availability of critical technology services supporting global Payments, Custody, Asset Servicing, Treasury, and Wealth Management platforms.
This executive leadership role oversees the enterprise Technology Global Command Center, and Major Incident Management, Problem Management, Operational Resiliency, Service Recovery, and AIOps capabilities across a complex global environment. The leader will drive operational excellence through modernization, automation, artificial intelligence, predictive operations, and data-driven service management.
The role is accountable for minimizing business disruption, improving customer experience, reducing technology risk, and transforming operational capabilities to deliver measurable efficiency gains and Total Cost of Ownership (TCO) reductions.
Key Responsibilities
Enterprise Command Center Leadership
- Lead a globally distributed 24x7x365 Technology Global Command Center supporting critical business services.
- Establish a proactive operational model focused on service reliability, resiliency, and customer experience.
- Drive enterprise-wide visibility across infrastructure, applications, cloud, network, security, data platforms, and third-party service providers.
- Develop operational governance and executive reporting for technology health and service performance.
Major Incident Management
- Lead governance for Priority 1 and Priority 2 impacting critical client-facing and regulatory business services.
- Ensure rapid restoration of services through effective incident command structures and procedures.
- Establish executive communication protocols during critical technology incidents.
- Drive continuous improvement of incident escalation, response, recovery, and stakeholder management processes by collaborating with the Incident Management process owner.
- Reduce MTTR, customer impact duration, and repeat incidents.
Problem Management & Service Reliability
- Drive Root Cause Analysis (RCA), corrective action governance, and permanent remediation programs.
- Identify systemic technology weaknesses and operational risks.
- Ensure lessons learned translate into actionable engineering improvements and resilience enhancements.
- Drive continuous improvement of problem management processes by collaborating with the Problem Management process owner.
- Build proactive prevention programs, reducing recurring issues and operational losses.
Operational Resiliency & Financial Services Risk Management
- Partner with technology, operations, risk, compliance, and business leaders to strengthen resiliency of critical financial services.
- Support operational resilience requirements for payment, custody, liquidity, settlement, and client servicing platforms.
- Develop recovery strategies, control frameworks, and resilience measurements.
- Ensure compliance with regulatory expectations and internal control requirements.
- Support crisis management, cyber event response, and technology recovery exercises.
AIOps, Automation & Modernization
- Build and execute a multi-year AIOps and intelligent operations strategy.
- Implement predictive monitoring, event correlation, anomaly detection, and automated remediation capabilities.
- Drive adoption of AI, machine learning, GenAI, and agentic technologies across operations.
- Reduce manual intervention through self-healing and automation-first operating models.
- Leverage automation platforms to streamline incident response, problem investigation, change validation, and operational reporting.
- Lead transformation initiatives that simplify operating models and improve service outcomes.
Technology Transformation
- Modernize global command center capabilities through observability, telemetry, and advanced analytics.
- Drive cloud operations maturity across Azure, AWS, and hybrid environments.
- Establish proactive service assurance, reliability engineering, and operational intelligence functions.
- Develop strategic roadmaps supporting enterprise technology .
