At T. Rowe Price, we identify and actively invest in opportunities to help people thrive in an evolving world. As a premier global asset management organization with more than 85 years of experience, we provide investment solutions and a broad range of equity, fixed income, and multi-asset capabilities to individuals, advisors, institutions, and retirement plan sponsors. We take an active, independent approach to investing, offering our dynamic perspective and meaningful partnership so our clients can feel more confident.
We believe doing the right thing for our clients and our associates is good business. With a career at the firm, you can expect opportunities to create real impact at work and in your community. You’ll enjoy resources to support your career path, as well as compensation, benefits, and flexibility to enrich your life. Here, you’ll find a collaborative culture that respects and values differences and colleagues who share a spirit of generosity.
Join us for the opportunity to grow and make a difference in ways that matter to you.
Role Summary
The Senior Manager, Incident Management sets and advances the firm’s technology incident management policy, standards, and governance. This is a strategic leadership role focused on frameworks, controls, and process excellence—not day-to-day incident command. The leader will oversee a strategic managed services partner (MSP) that provides front-line incident command and resolution, holding the partner accountable to SLAs and policy compliance, and serving as the primary liaison among technology leadership, internal business stakeholders, and the vendor to drive continuous improvement.
This role creates measurable business value by protecting client trust and market commitments, reducing operational and financial risk, and ensuring regulatory-grade resilience. Through 24x7 command and control, data-driven governance, and clear communications, the role turns disruptions into fast recovery and lasting reliability while providing executives the visibility to steer outcomes.
Responsibilities
Policy, Standards, and Governance:
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Own and continuously improve the enterprise Incident Management policy, standards, process, and controls.
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Define clear roles and responsibilities (RACI), escalation paths, and handoffs across Incident, Problem, Change, SRE/Operations, Cyber, and Business teams.
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Ensure audit readiness and evidence, compliance with internal risk frameworks, and alignment to operational resilience guidelines (e.g., ITIL, FFIEC/operational risk, DORA where applicable).
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Establish playbooks for major incidents, communication protocols, and post-incident review practices.
Strategic Partner Oversight:
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Provide governance and performance management for the strategic partner delivering day-to-day incident command and operations.
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Define SLAs/SLOs, KPIs, and quality standards; conduct regular QBRs, vendor scorecards, and continuous improvement plans.
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Ensure partner alignment to the firm’s policies and reporting requirements.
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Manage contract deliverables and escalation paths; drive accountability and remediation for performance gaps.
Major Incident Leadership:
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Serve as executive incident commander for high-severity events as needed; coordinate cross-functional war rooms and rapid response.
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Orchestrate timely, clear, audience-appropriate communications for internal leaders, impacted business units, and client-facing teams.
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Ensure robust root cause analysis, corrective actions, and durable fixes; partner closely with Problem Management to prevent recurrence.
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Lead readiness activities including simulations/exercises, playbook validation, and stakeholder training.
Metrics, KPIs, and Continuous Improvement:
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Define, monitor, and manage KPIs and SLAs including MTTA, MTTR, incident volume/severity mix, SLA attainment, reopen rate, PIR completion time, communication timeliness and quality.
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Establish OKRs for incident management maturity and resilience outcomes; run regular trend reviews and improvement plans.
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Define and maintain dashboards and reports for operational and executive audiences; ensure data quality and integrity.
Stakeholder Engagement and Communications:
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Provide concise, executive-ready briefings during and after incidents; publish clear status updates and incident summaries.
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Build a culture of disciplined incident response, transparency, and learning across the technology organization.
Qualifications
Required:
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Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
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10+ years in technology operations, service management, or site reliability/production support; 5+ years leading incident management or service operations teams.
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Demonstrated leadership of major incident response for high-impact events in complex, regulated environments.
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Strong hands-on experience using and governing ServiceNow ITSM (Incident, Problem, Change, CMDB) and Atlassian Jira (workflows, dashboards, integrations).
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Deep knowledge of ITIL v3/v4 practices; ITIL certification preferred.
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Proven vendor management experience, including performance governance, SLAs/SLOs, contract management, QBRs, and service improvement plans.
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Excellent written and verbal communication skills; adept at crafting and delivering clear, timely incident communications to technical and executive audiences.
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Strong analytical skills with a data-driven approach to metrics, trends, and remediation; proficient with dashboarding and reporting.
Preferred:
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Experience in financial services or other highly regulated industries preferred; familiarity with operational resilience frameworks and audit/compliance requirements.
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Advanced degree or relevant certifications
FINRA Requirements
FINRA licenses are not required and will not be supported for this role.
Work Flexibility
This role is eligible for hybrid work, with up to three days per week from home.
Base Salary Ranges
Please review the job posting for the location of this specific opportunity.
$137,000.00 - $234,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$151,000.00 - $258,000.00 for the location of: Washington, D.C.
$171,000.00 - $293,000.00 for the location of: New York, California
Placement within the range provided above is based on the individual’s relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.
Commitment to Diversity, Equity, and Inclusion
At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all.
Benefits
We value your goals and needs, at work and in life. As an associate, you’ll be supported with resources, benefits, and work-life balance so you can thrive in ways that matter to you.
Featured employee benefits to enrich your life:
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