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Job Description
The Major Incident Manager, AVP, ICG BCC, Dublin role involves managing major incidents, cyber events, and ops risk events to minimize client impact.
The Business Command Center (BCC) supports the Citi Trade and Treasury Solutions (TTS) and Securities Services business organizations globally.
It provides centralized command and control functionality associated with Major Incident and Problem support, ensuring continuous improvement of the quality of our service offerings.
The group is responsible for enhancing business, operational, and support processes by ensuring transparency, consistent severity and impact assessment, rapid resource engagement, appropriate escalation, and timely communication during outages.
The BCC Senior Analyst is responsible for managing Major Incidents, Cyber Events and Ops Risk Events impacting the ICG business or its clients, with focus on preventing or minimizing client impact.
Key responsibilities include:
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 Service Now 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.
It provides centralized command and control functionality associated with Major Incident and Problem support, ensuring continuous improvement of the quality of our service offerings.
The group is responsible for enhancing business, operational, and support processes by ensuring transparency, consistent severity and impact assessment, rapid resource engagement, appropriate escalation, and timely communication during outages.
The BCC Senior Analyst is responsible for managing Major Incidents, Cyber Events and Ops Risk Events impacting the ICG business or its clients, with focus on preventing or minimizing client impact.
Key responsibilities include:
- Managing Cyber Event/Incident response in coordination with the Info Sec, Business and Technology partners.
- Supporting remediation of Level 0 GEM/Vulnerabilities across the ICG app/infra landscape.
- Supporting SWIFT Network Security Alert process.
- Participating and supporting Regional/Global/EMT/PS organization level Table Top exercises.
- Working with Regional Cyber BCC Leads from other geographic locations to build a strong partnership and year-round focus on Cyber SWAT-BCC preparedness.
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 Service Now 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.