Location: Australia, Melbourne
Company: Northern Trust
This is a senior operational resilience role within Northern Trust’s global Enterprise Incident Management (EIM) team and forms part of the broader Enterprise Resiliency Office. Operating within a 24×7 follow-the-sun model, the role is responsible for coordinating and managing incidents throughout the lifecycle, including detection, response, escalation, communication, service restoration, and post-incident review.
The position plays a critical role in delivering consistent incident management practices across the organization, enabling rapid response, minimising business disruption, and strengthening overall operational resilience.
Job role:
Incident management
- Monitor, assess, and coordinate the response to actual or potential business-impacting incidents across the enterprise.
- Activate and facilitate incident response teams and escalation processes in line with established severity criteria and governance requirements.
- Lead cross-functional response efforts involving business units, technology, risk, compliance, legal, and other stakeholders to drive timely resolution.
- Maintain situational awareness, assess business impacts and risks, and support decision-making throughout the incident lifecycle.
- Ensure incidents are accurately recorded, managed, and progressed through to closure.
Communication and stakeholder management
- Deliver clear, timely, and consistent communications to senior leadership, impacted stakeholders, and response teams.
- Coordinate internal and external communications, including regulatory, client, vendor, and partner engagement where required.
- Build and maintain effective relationships with key stakeholders to support incident response and operational resilience objectives.
Incident governance, reporting, and documentation
- Ensure compliance with enterprise incident management policies, standards, and procedures.
- Maintain accurate records of incident actions, decisions, timelines, and outcomes.
- Support incident governance activities, including metrics, reporting, trend analysis, and management information.
Post-incident review and continuous improvement
- Facilitate post-incident reviews (PIRs) and after-action reviews to identify root causes, lessons learned, and improvement opportunities.
- Track remediation actions through completion and validate the effectiveness of corrective measures.
- Drive continuous improvement initiatives to enhance incident management capabilities, controls, and response effectiveness.
Operational resilience and framework support
- Support the development and maintenance of incident management frameworks, playbooks, procedures, communication templates, and supporting documentation.
- Contribute to operational resilience initiatives, including incident readiness, business continuity integration, scenario testing, and response planning.
- Deliver training, awareness, and guidance to stakeholders on incident management processes, escalation requirements, and response roles and responsibilities.