Citi Group Major Incident Manager AVP ICG BCC Dublin 

United States, Indiana 

721492609

Job Description

Global Business Command Center (BCC) responsibilities include, but are not limited to:

Cyber Event/Incident response

• Support remediation of Level 0 GEM/Vulnerabilities across the ICG app/infra landscape.

• Support SWIFT Network Security Alert process

• Participate and support Regional/Global/EMT/PS organization level Table Top exercises

• Work with Regional Cyber BCC Leads from other geographic locations to build a strong partnership and year round focus on Cyber SWAT-BCC preparedness.

Major Incident Management:

• Facilitate the coordination, communication and escalation of incidents impacting the delivery of TTS and Securities Services to the client

• Serve as a liaison between the Business and Technology teams, promoting rapid escalation of incidents or market events, lending a business perspective to remediation options, and translating technical details into laymen’s terms.

• Monitor ServiceNow dashboard and incident metrics

• Use knowledge and experience, applicable to the incident, to determine the appropriate assessment of impact, severity, and ownership

• Use management and/or leadership skills to ensure the incident recovery team is properly organized, managed, and effectively communicating throughout the life of the incident

• Manage and drive incidents to successful completion and ensure overall Incident management goals and milestones are met

• Review all Incident Management Status and Metrics Reports for accuracy, consistency and timeliness

• Project management and readiness of initiatives related to TTS and Securities Services stability and safety & soundness

• Contribute to effort to develop broad quality analytics to be used by senior leaders in forming quality strategy globally.

Ops Risk Events:

• Managing Ops risk event communication and escalation to Senior management.

Job Skills / Qualifications:

• Experience in the financial services industry with experience in the cash management or securities business a plus;
• Major Incident or crisis management experience (ITIL Foundation Certification preferred)
• Superior verbal and written communication skills
• Strong trouble shooting or problem solving skills;
• Understanding of program or project management;
• Experience working with global or multi-regional teams;
• BA or BS degree or relevant work experience;
• Ability to understand complex processes and communicate key data elements;
• Ability to work multiple assignments simultaneously against aggressive deadlines;
• Ability to work projects independently;
• Experience of working on Service Management tools like ServiceNow preferred.
• Strong teamwork skills and ability to rapidly shift task priorities in support of overall team goals; strong MS Office skills, usage of Collaboration tools like Microsoft SharePoint, MS Teams, Zoom etc

Time Type:

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