Citi Group BCC Major Incident Manager AVP - Dublin 

United States, Indiana 

619201827

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.

Job Skills / Qualifications:

• Proven leadership Experience in Financial Services, especially Cash Management, Transactional Banking and Trade Operations is a must
• Incident/Crisis management experience including: Ownership, Classification and initial support, Escalation/Notification, Business Impact Analysis, Resolution Tracking
• Excellent written and verbal communication skills required to influence and negotiate with senior leaders across functions (may be required to communicate with external parties)
• Strong trouble shooting/problem solving skills
• Understanding of Project Management standards
• Experience working with global, multi-region initiatives, projects and teams, including large matrix organizations
• Ability to influence partners and drive cross-functional work reaching optimal solutions to complex problems.
• Attention to detail, comprehensiveness of content and ability to see multiple assignments to completion under aggressive deadlines
• Flexibility to support global time zones, including some on-call weekend support
• Strong client focus
• Strong interpersonal skills

• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholder

Education:

• BA/BS with 7+ years relevant work experience
• 3 + years people management or leadership experience in Trade & Treasury or Securities Services, Business, Operations, Technology and/or Client Service
• Strong MS Office - Excel, Word, Power Point. Excel, Teams, SharePoint, Visio skills are a must.
• Ability to work independently, ability to multi-task and drive multiple assignments to completion.

Time Type:

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