Incident Manager - Business Command Center - Hybrid - IRVING

Overview:

The Business Command Center (BCC) is a critical function supporting Citi's Services business (Trade and Treasury Solutions (TTS), Issuer and Investor Services businesses globally. The BCC provides centralized command and control for Major Incident, Cyber Event, and Operational Risk Event support, ensuring continuous improvement in the quality of our service offerings. The team enhances business, operational, and support processes by driving transparency, consistent severity and impact assessment, rapid resource engagement, appropriate escalation, and timely communication during service disruptions.

Role:

The Intermediate Analyst, Global Business Command Center (BCC) is responsible for managing Major Incidents and Operational Risk Events impacting Citi's Services business and clients, with a primary focus on preventing or minimizing client impact. This role requires strong leadership, technical aptitude, and communication skills to effectively coordinate responses, facilitate communication, and drive resolution.

Key Responsibilities:

Major Incident Management:

• Facilitate the coordination, communication, and escalation of incidents impacting the delivery of TTS and Securities Services to clients.
• Serve as a liaison between Business and Technology teams, promoting rapid escalation of incidents or market events, providing business context to remediation options, and translating technical details into clear, concise language.
• Monitor ServiceNow dashboards and incident metrics to identify trends and potential issues.
• Apply knowledge and experience to accurately assess impact, severity, and ownership of incidents.
• Utilize management and leadership skills to ensure the incident recovery team is well-organized, effectively managed, and communicating effectively throughout the incident lifecycle.
• Manage and drive incidents to successful completion, ensuring overall Incident management goals and milestones are met.
• Review all Incident Management Status and Metrics Reports for accuracy, consistency, and timeliness.
• Manage project initiatives related to TTS and Securities Services stability, safety, and soundness.
• Contribute to the development of broad quality analytics to inform quality strategy decisions by senior leaders globally.

Qualifications:

• Minimum of 3-5 years of experience in the financial services industry, with experience in cash management or securities services preferred.
• Demonstrated experience in Major Incident Management or crisis management (ITIL Foundation Certification preferred).
• Exceptional verbal and written communication skills, with the ability to communicate complex information clearly and concisely to both technical and non-technical audiences.
• Strong troubleshooting and problem-solving skills, with the ability to analyze complex situations and develop effective solutions.
• Understanding of program and project management methodologies.
• Experience working with global or multi-regional teams.
• Bachelor's degree in a related field or equivalent work experience.
• Ability to understand complex processes and communicate key data elements effectively.
• Proven ability to manage multiple assignments simultaneously and meet aggressive deadlines.
• Ability to work independently and manage projects effectively.
• Experience with Service Management tools such as ServiceNow.
• Strong teamwork skills and the ability to adapt quickly to shifting priorities in support of team goals.
• Proficiency in MS Office applications and collaboration tools such as Microsoft SharePoint, MS Teams, and Zoom.

Additional Requirements:

This role may require working early morning to late evening shifts to support global coverage.

This role includes participation in a weekend on-call rotation, a few times per year.

Competencies:

• Incident Management
• Problem Management
• Communication (Written and Verbal)
• Leadership - Command and Control for managing large conference calls
• Collaboration
• Conflict Resolution
• Analytical Thinking
• Risk Management
• Technical Proficiency

-----------------------------------------------------------------------

Time