Senior L2 Major Incident Manager - VP

Senior L2 Major Incident Manager - VP | Citi Careers

• Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges
• Ensuring all senior roles and accountabilities responsible for assessing business impact and restoring service are represented and taking prescribed action
• Providing frequent and meaningful business/client-centric executive summaries to our senior business and technology leaders
• Severity (Impact / Urgency) and Priority determination based on situational appraisal and extracted information from our partner functions
• Maintaining a heightened level of sensitivity to future business impact and risk to customers/stakeholders
• Acting in a leadership style capacity and having general oversight on our most significant Major Incident events
• Provide and documenting input for Root Cause Analysis
• Handle Executive calls to keep our senior leadership updated as needed

• Enterprise incident control experience across several IT disciplines
• A fundamental and/or real-world understanding of the Banking / Financial industry with a heavy focus on Markets and Treasury / Trade Services
• Working knowledge of Retail / Commercial / Digital banking
• Knowledge and experience working with a wide-range of enterprise technologies
• Working knowledge and experience with Enterprise Service Management (ESM) platforms
• Critical Thinking, Problem Solving and Deductive Reasoning
• Leadership – Capacity, Capability, and Competency
• Commanding presence
• Active and Agile Listening
• Maintaining a professional demeanor and attitude to “control the chaos”
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over a wide variety of individuals at all levels of technical & business leadership
• Ability to multi-task and make good judgments in a dynamic and high impact environment
• Ability to challenge the assumptions and information that does not reflect accurately the situation at hand
• Excellent phone / video presence and verbal / written communication skills
• Strong relationship management and client centric mindset
• Ability to learn, develop and execute quickly

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages
• planned time off (vacation)
• unplanned time off (sick leave)
• paid holidays

Discover your future at Citi