Job Description
The Major Incident Manager, AVP, ICG BCC, Dublin role involves managing Major Incidents, Cyber Events and Ops Risk Events impacting the ICG business or its clients.
**Job Summary:** The Business Command Center (BCC) supports the Citi Trade and Treasury Solutions (TTS) and Securities Services business organizations globally. The BCC provides centralized command and control functionality associated with Major Incident and Problem support.
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:** • 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. • Monitor ServiceNow dashboard and incident metrics. • Use knowledge and experience, applicable to the incident, to determine the appropriate assessment of impact, severity, and ownership. • 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.
**Skills and Qualifications:** • Experience in the financial services industry with experience in the cash management or securities business a plus. • Major Incident or crisis management experience. • Superior verbal and written communication skills. • Strong troubleshooting 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. • Strong teamwork skills and ability to rapidly shift task priorities in support of overall team goals.
Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.