Services Business Command Center Major Incident Lead - Vice President

Services Business Command Center Major Incident Lead - Vice President

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Job Overview

As the Business Command Center (BCC) Major Incident/Cyber Lead, you will play a critical role in ensuring the stability and resilience of Citi's Services business organization globally. Leading within the Services Business Command Center (BCC) / Cyber BCC, you will be responsible for providing a business-centric approach to incident and event response, managing major incidents, and contributing to strategic stability initiatives. Your expertise will be pivotal in bridging the gap between business needs and technical solutions, ensuring minimal disruption to our clients and maintaining the highest standards of service delivery.

What You'll Do:

Cyber Event/Incident Response:

• Lead cyber incident response efforts in close coordination with Information Security (InfoSec), business stakeholders, and technology partners.
• Actively participate in and support regional, global, and Executive Management Team (EMT)/Production Support (PS) organization-level table-top exercises to enhance preparedness.
• Collaborate with Regional Cyber BCC Leads across different geographic locations to foster a strong, year-round focus on cyber incident response readiness and build a robust partnership.

Major Incident Management:

• Orchestrate the coordination, communication, and escalation of incidents that impact the Services business.
• Serve as the primary liaison between business and technology teams, facilitating rapid escalation of incidents or market events. Provide a business perspective on remediation options and translate complex technical details into clear, understandable terms for non-technical stakeholders.
• Proactively monitor the ServiceNow dashboard and incident metrics to identify and address potential issues.
• Leverage your knowledge and experience to accurately assess the impact, severity, and ownership of incidents.
• Exhibit strong command and control on calls with large participants, management and leadership skills to ensure the incident recovery team is well-organized, effectively managed, and communicating clearly throughout the incident lifecycle.
• Drive incidents to successful resolution, ensuring overall incident management goals and milestones are achieved.
• Thoroughly review all Incident Management Status and Metrics Reports for accuracy, consistency, and timeliness.
• Adept at conflict resolution, innovative problem-solving in stressful situations, and leading with agility to address changing business needs.

Strategic Initiatives:

• Lead project management and readiness efforts for initiatives related to stability and safety & soundness activities for the Services business.
• Contribute to the development of comprehensive quality analytics that will be used by senior leaders to inform quality strategy globally.

What You'll Bring:

• Proven Leadership Experience: Extensive experience in the financial services industry, with a focus on cash management, transactional banking, and trade operations.
• Incident/Crisis Management Expertise: Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking.
• Exceptional Communication Skills: Excellent written and verbal communication skills, with the ability to influence, negotiate, and present to senior leaders across various functions. Experience communicating with external parties is a plus.
• Problem-Solving Prowess: Strong troubleshooting and problem-solving skills, with the ability to think critically and develop creative solutions.
• Project Management Acumen: Solid understanding of project management standards and methodologies.
• Global Collaboration Experience: Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations.
• Influence and Collaboration: Ability to influence partners and drive cross-functional work to achieve optimal solutions to complex problems.
• Detail-Oriented and Results-Driven: Exceptional attention to detail, comprehensiveness of content, and ability to manage multiple assignments to completion under tight deadlines.
• Adaptability: Flexibility to support global time zones, including some on-call weekend support.
• Client-Centric Mindset: Strong client focus and commitment to delivering exceptional service.
• Interpersonal Skills: Excellent interpersonal skills and the ability to build strong working relationships with colleagues at all levels.
• Information Sharing: Ability to effectively share information with support team members and other technology teams.
• Organizational Skills: Ability to plan and organize workload effectively.
• Clear Communication: Consistently demonstrates clear and concise written and verbal communication skills, tailoring communication appropriately to relevant stakeholders.

Bonus Points:

• Experience with SaaS.
• Certifications in Incident Management or related fields.