Business Command Center Major Incident/Cyber Lead Job at Citi (Dublin)

Job Responsibility

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 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
Command 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
Experience with ServiceNow / other Service Management tools
Certifications in Incident Management or related fields

Nice to have

Experience with ServiceNow / other Service Management tools
Certifications in Incident Management or related fields

What we offer

business casual workplace with a hybrid working model (up to 2 days working at home per week)
competitive base salary (which is annually reviewed)
additional benefits that support you (and your family) to be well, live well and save well

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Business Command Center Major Incident/Cyber Lead

Job Responsibility

Requirements

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