Major Incident Commander, Principal

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 world’s 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 world’s most sophisticated clients using leading technology and exceptional service. Senior Major Incident Commander Job Summary The Senior Major Incident Commander is a highly experienced IT Service Management (ITSM) professional responsible for leading the enterprise-wide response to critical technology incidents that impact business operations, client services, and regulatory obligations. This role serves as a central command authority during major incidents, coordinating cross-functional technical teams, senior technology leaders, business stakeholders, vendors, and executives to rapidly restore services while minimizing operational, financial, and reputational impact. The successful candidate will demonstrate exceptional leadership under pressure, possess strong technical acumen across infrastructure and application domains, and drive disciplined execution of Major Incident Management processes in a global 24x7 environment. In addition to incident command responsibilities, the role will play a key part in driving operational excellence, resiliency improvements, automation initiatives, trend analysis, problem management integration, and continuous service improvement across the organization. Key Responsibilities Major Incident Leadership & Command Lead and command the end-to-end lifecycle of Major Incidents, Significant Incidents, and business-critical service disruptions. Assume Incident Commander responsibilities during crisis situations, maintaining ownership and accountability until service restoration and business stabilization are achieved. Facilitate and direct high-pressure incident bridge calls, ensuring effective coordination across technical support teams, engineering teams, vendors, business stakeholders, and executive leadership. Establish clear priorities, drive rapid decision-making, remove obstacles, and ensure timely execution of recovery actions. Continuously assess business impact, operational risk, and customer implications throughout the incident lifecycle. Ensure timely escalation and engagement of executive leadership, technology management, and external service providers when required. Service Restoration & Operational Excellence Drive the restoration of services within agreed service levels while minimizing business disruption and client impact.