Presented by Citi

Citi is the world leading bank with 250,000 employees and manages over 200+ million customer accounts while operating in over 190 countries with 16,000+ offices worldwide. The Senior Major Incident Manager is responsible for leading, facilitating, and owning the response and the rapid resolution of incidents, where financial, reputational, or legal/regulatory impact to Citi is at risk. This role is responsible for understanding Citi’s lines of business including customer segment, franchise critical services, and developing a solid understanding of the applications and infrastructure supporting those business units.

The Senior Major Incident Manager role is expected to use business/technology knowledge to rapidly execute the Incident Management process for all Major incidents in order to mitigate impact and reduce the Mean Time to Restore Service (MTRS). This includes:

  • Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue.
  • Ensuring that the appropriate communications are sent to senior management and other stake holders, keeping them advised of the incident resolution progress and of the client impact.
  • Making decisions required to reduce client impact.

There are nine (9) activities the Senior Major Incident Manager is directly involved with:

  1. Identification – detect or reported the incident
  2. Registration – the incident is registered in a IcM System
  3. Categorization – the incident is categorized by severity
  4. Prioritization – the incident is prioritized for better utilization of the resources
  5. Diagnosis – reveal the full range of symptoms of the incident
  6. Escalation – as the Support teams need additional support from leadership
  7. Investigation – if no existing solution from the past is located, resolution is developed and implemented and the root cause analysis is conducted
  8. Resolution and recovery – once the solution is developed, the incident is resolved
  9. Incident closure – the registry entry of the incident in ServiceNow and then resolution is documented, and incident is closed by providing the end-status of the incident.

The Senior Incident Manager is responsible for developing the Incident Management function, processes and procedures to ensure end-to-end service quality and “Best in Class” customer service.

Key Accountabilities:

  • Work across one or more shifts in a 24x7x365 operational team
  • Drive all incidents globally until resolved using “Command & Control” methodology
  • Manage support teams to address and resolve outages
  • Manage escalation notification and rapid communications to all senior executives and stakeholders across the company.
  • Collaborate with local, regional, and global incident management (IcM) teams to share knowledge of people, process, and technology.
  • Ensure all Incidents are accurately documented within ServiceNow records.
  • Continuous process improvement while increasing service quality.
  • proactively identify opportunities for improving Incident Management process “Faster, Better, Cheaper”
  • Establish, foster, and grow relationships with global business and technology organizations
  • Increase technology, business unit, and organizational knowledge year over year.
  • Build close relationships with Service Assurance teams such as Problem Management

Experience:

  • 10 + years running incidents / situations / crisis events in a large, complex enterprise environment
  • 10-15 + years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
  • 10-15 + years working in a process-driven environment
  • 10-15 + years of interacting with a demanding customer focused service delivery organization
  • 10-15 + years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
  • Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
  • Strong “Command & Control” presence
  • Industry recognized trouble shooting methodology to be able to ask the right questions
  • 10-15+ years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises

Qualifications:

  • University undergraduate BS/BA degree required / Graduate level Master’s degree preferred
  • ITIL v3 Certification(s)
  • CISCO certifications a plus
  • CISSP certification a plus
  • Multi-lingual in English, Spanish, Portuguese a significant plus
  • Military Service a significant plus

Resumes should be forwarded to:

Tom Clark  MBCI, CBCP, CHS-III, CBRM
SVP – Head of North America Incident Management
Global Command Center – Major Incident Management
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