Business Command Center Major Incident/Cyber Lead - Vice President

About the role

The Business Command Center (BCC) Major Incident/Cyber Lead plays a critical role in ensuring the stability and resilience of Citi's Services business organization globally. This position requires a business-centric approach to incident and event response, managing major incidents, and contributing to strategic stability initiatives.

Responsibilities

• Orchestrate the coordination, communication, and escalation of incidents impacting the Services business.
• Serve as the primary liaison between business and technology teams, facilitating rapid escalation of incidents or market events.
• Proactively monitor the ServiceNow dashboard and incident metrics to identify and address potential issues.
• Lead the business-centric response to cyber events and incidents in close coordination with Information Security, Business, and Technology partners.
• Represent the BCC and the business in regional, global, and executive-level table-top exercises to ensure a constant state of readiness.
• Build and maintain strong partnerships with regional Cyber BCC Leads to ensure year-round global preparedness and a cohesive response strategy.
• Lead project management and readiness efforts for initiatives related to Safety & Soundness events by planning on War Room set up for Major event Go-Lives.
• Contribute to the development of comprehensive quality analytics that will be used by senior leaders to inform quality strategy globally.

Requirements

• 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.
• Intermediate to advanced level knowledge and a hands-on experience with AI Prompt Engineering with an ability to create process and tooling solutions.
• 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.

Qualifications

• Bachelor's degree or equivalent experience
• Experience with ServiceNow / other Service Management tools
• Certifications in Incident Management or related fields

Skills

• Intermediate to advanced level knowledge and hands-on experience with AI Prompt Engineering

Benefits

At Citi, we offer a competitive compensation package, including a range of benefits such as medical, dental, and vision coverage, a 401(k) plan, life, accident, and disability insurance, and wellness programs. Additionally, we provide paid time off packages, including vacation, sick leave, and paid holidays. For more information about Citi’s benefits, please visit citibenefits.com.

Pay

$113,840.00 - $170,760.00

Schedule

Full-time