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Job Description
Job Summary: We are seeking a highly skilled Business Command Center Senior Analyst to join our team at Citi. The ideal candidate will have experience in Major Incident or crisis management, superior communication skills, and the ability to work effectively with global teams.
In this role, you will be responsible for managing Major Incidents, Cyber Events, and Ops Risk Events impacting our business or clients. Your key responsibilities will include:
- Cyber Event/Incident response in coordination with Info Sec, Business, and Technology partners.
- Support remediation of Level 0 GEM/Vulnerabilities across the ICG app/infra landscape.
- Support SWIFT Network Security Alert process.
- Participate in Regional/Global/EMT/PS organization level Table Top exercises.
- Work with Regional Cyber BCC Leads to build a strong partnership and focus on Cyber SWAT-BCC preparedness.
- Major Incident Management: Facilitate coordination, communication, and escalation of incidents impacting delivery of TTS and Securities Services to clients.
- Serve as liaison between Business and Technology teams, promoting rapid escalation of incidents or market events, and translating technical details into laymen's terms.
- Monitor Service Now dashboard and incident metrics.
- Use knowledge and experience to determine appropriate assessment of impact, severity, and ownership.
- Manage and drive incidents to successful completion, ensuring overall Incident management goals and milestones are met.
- Review 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: Manage Ops risk event communication and escalation to Senior management.
The ideal candidate will have:
- 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 Service Now 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 Share Point, MS Teams, Zoom etc.