Technology Support Lead, Incident Communications - Global Banking Operational Resiliency

Join our dynamic team to strengthen operational resilience and client confidence during significant technology and operational incidents.

As an Technology Support Lead, Incident Communications in the Global Banking Operational Resiliency and Integration team, you will lead communication strategy and client-response coordination in fast-paced, high-stakes situations. You will translate complex technical and operational issues into clear, decision-useful messages; advise senior leaders and client-facing teams; and help ensure clients receive timely, accurate information throughout the incident lifecycle.

Job Responsibilities

• Lead end-to-end communication strategy and execution for significant technology and operations incidents, ensuring messages are timely, accurate, audience-appropriate, and aligned to business priorities.
• Exercise independent judgment to determine communication requirements, stakeholder audiences, escalation paths, update cadence, and closure messaging.
• Draft and approve executive updates, client-ready communications, talking points, FAQs, and post-incident messages that explain complex issues and required actions.
• Advise senior leaders and client coverage teams on client impact, communication risk, and response strategy during high-severity incidents.
• Coordinate responses to client inquiries and escalations, partnering with technology, operations, and business stakeholders throughout incident resolution.
• Develop and enhance communication standards, playbooks, templates, controls, and readiness exercises.
• Use incident trends, stakeholder feedback, and performance measures to drive continuous improvement and strengthen operational resilience.
• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.
• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and at least 5+ years of advanced applied experience
• Bachelor’s degree in Computer Science or equivalent
• Experience in incident management, operational resilience, client service, corporate communications, or a related discipline within financial services.
• Strong understanding of Global Banking, Treasury Services, or comparable transaction-banking products, client journeys, and operating models.
• Exceptional written and verbal communication skills, including the ability to brief executives and translate technical information for non-technical audiences.
• Proven ability to make sound, risk-based decisions and influence senior stakeholders in time-critical situations.
• Ability to manage competing priorities, maintain attention to detail, and deliver consistently under pressure.
• Experience developing or improving governance, controls, playbooks, and performance measures.
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows, with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted recommendations before action, escalate when uncertain, and ensure outcomes align with operational, security, and auditability expectations.

Preferred qualifications, capabilities, and skills

• Background in internal, corporate, crisis, or executive communications within technology or financial services.
• Technical aptitude and familiarity with production environments, payment and channel solutions, and incident management processes.
• Experience coaching colleagues, leading workstreams, or providing functional oversight in a matrixed environment.
• Experience using data, automation, or artificial intelligence to improve communication quality, speed, controls, or decision-making.