The Business Command Center Major Incident Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.
Job Summary: The Major Incident Manager within the Services Business Command Center (BCC) will be responsible for providing a business centric Incident and event response and contributing to stability initiatives driven by SMBF Production Support.
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 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.
Global Business Command Center (BCC) responsibilities include, but are not limited to:
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.
Job Skills / Qualifications:
Proven leadership Experience in Financial Services, especially Cash Management, Transactional Banking and Trade Operations is a mustIncident/Crisis management experience including: Ownership, Classification and initial support, Escalation/Notification, Business Impact Analysis, Resolution TrackingExcellent written and verbal communication skills required to influence and negotiate with senior leaders across functions (may be required to communicate with external parties)Strong trouble shooting/problem solving skillsUnderstanding of Project Management standardsExperience working with global, multi-region initiatives, projects and teams, including large matrix organizationsAbility to influence partners and drive cross-functional work reaching optimal solutions to complex problems.Attention to detail, comprehensiveness of content and ability to see multiple assignments to completion under aggressive deadlinesFlexibility to support global time zones, including some on-call weekend supportStrong client focusStrong interpersonal skillsEffectively share information with other support team members and with other technology teamsAbility to plan and organize workloadConsistently demonstrates clear and concise written and verbal communication skillsAbility to communicate appropriately to relevant stakeholderEducation: BA/BS with 10+ years relevant work experience3 + years people management or leadership experience in Trade & Treasury or Securities Services, Business, Operations, Technology and/or Client ServiceStrong MS Office - Excel, Word, Power Point. Excel, Teams, SharePoint, Visio skills are a must.Ability to work independently, ability to multi-task and drive multiple assignments to completion. P.S: This role may require you to work in early morning to late evening shifts to support the Global coverage. This also includes supporting weekend on-call coverage duty, few times a year. ------------------------------------------------------
Job Family Group:
Technology------------------------------------------------------
Job Family:
Applications Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
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