Director - Enterprise Incident Management (Raleigh, NC / Phoenix, AZ)

Director Of Enterprise Incident Management

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 is a high-impact leadership role 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. This role is responsible for assembling, managing and communicating IT and Non-IT incidents that can negatively impact bank services or our customers. The Director will collaborate closely with Technology Operations, the Resiliency Office, Crisis Management, Regulatory Affairs, Compliance and Risk partners, to build a culture of readiness, accountability, and continuous improvement.

Operations Oversight

Manages associate teams supporting technical operations and infrastructure. Oversees, develops, and maintains systems, hardware, software, and other technical components crucial to daily operations. Implements methods of reporting and monitoring to track the performance, functionality, and cost-effectiveness of Bank systems. Provides guidance on the resolution of complex technical issues.

Business Strategy

Matches technical operations and infrastructure activities with developing organizational needs. Develops strong relationships with business partners and service providers. Leads team strategies and initiatives.

Managerial Functions

Establishes and monitors expectations to achieve company and department goals. Responsible for budget and resource allocation. Makes appropriate changes to IT policies, standards, procedures, and efficiencies in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development.

Technical Expertise

Serves as a technical expert and strategic leader to senior management, associates, and business units. Maintains a strong knowledge of industry trends, technology, and vendor offerings. Ensures that the Banks technical infrastructure complies with all appropriate configuration and security standards, and that IT service levels are met.

Responsibilities

Strategic leadership :

• Lead the Enterprise Incident Management and Major Incident Management functions, overseeing both 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 :

Risk Based Decision Making & Exposure Reduction :

Operational Excellence & Communication :

Leadership & Team Development :

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 :

Preferred certifications :

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.