Major Incident Manager, AVP, ICG BCC, Dublin

Job Description: 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, 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. 

Global Business Command Center (BCC) responsibilities include, but are not limited to:

Cyber Event/Incident response in co-ordination with the InfoSec, Business and Technology partners.

• Support remediation of Level 0 GEM/Vulnerabilities across the ICG app/infra landscape.

• Support SWIFT Network Security Alert process

• Participate and support Regional/Global/EMT/PS organization level Table Top exercises

• Work with Regional Cyber BCC Leads from other geographic locations to build a strong partnership and year round focus on Cyber SWAT-BCC preparedness.

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.

Ops Risk Events:

• Managing Ops risk event communication and escalation to Senior management.

Job Skills / Qualifications:

• 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 ServiceNow 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 SharePoint, MS Teams, Zoom etc

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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