Job Description:

This position provides a career opportunity by managing and driving the activities related to the Major Incident Management process for Citi’s franchise critical applications and services. You will collaborate directly by engaging, assessing, commanding, and controlling major incidents where financial, reputation, and/or legal/regulatory impact to Citi is at risk.

How do we make a difference? By understanding Citi's lines of business including customer segment, franchise critical services and developing a keen understanding of the applications and infrastructure components that support those business and service functions, making our team a valuable contributor for the organization by minimizing impact and time to restore business services.

You will be leading the Major Incident calls as a Lead senior incident manager and provide the means to resolve unplanned interruptions and restore services as rapidly as possible and driving all activities to make that occur. We as a group ensure that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact.

Responsibilities:

As a Lead Senior Major Incident Manager, you will show the team your major/enterprise incident management experience and/or a deep and understanding/knowledge of the organization businesses, to influence elite ‘specialists’ in multiple disciplines and areas of expertise (business and/or platform aligned) to drive actions for prompt remediation.

You as a Lead Major Incident Manager need to also count with a good knowledge and experience working with enterprise technologies, such as distributed services (server and database), network, mainframe, middleware (message queues, ESBs), storage, web architecture, and virtualization.

You will be a valuable associate and support the continued evolution of our team and will be challenged to develop Incident Management functions, processes and procedures to ensure end-to-end service quality and “industry-best” customer service.

Additional Role Details:

• Shift oriented resulting in work across one or more shifts in a 24x7x365 operational team.
• University undergraduate degree preferred / Postgraduates are welcome
• Experience in running major incidents / crisis events in a large, complex Banking or Financial institution or Enterprise environment around 12 to 15 years in Total
• Technical experience as a contributor role in an application support or infrastructure organization
• Experienced interacting with a demanding customer focused service delivery organization
• Industry recognized trouble shooting methodology to be able to ask the right questions
• Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
• Fluency in Spoken / Written English is a must

Knowledge/Experience:

Essential

• Understanding ITIL methodologies and proficient in the ITIL framework.
• Knowledge of a wide-range of enterprise technologies, including but not limited to Distributed services (UNIX, LINUX, Windows, AS400, etc.), SQL and Oracle database, Network and Telephony infrastructure, Mainframe hardware and platforms, Middleware, Storage, cloud-based file sharing, Proxy servers, web architecture and various virtualization infrastructure
• Knowledgeable in Enterprise Service Management tools platforms such as ServiceNow
• Strong communications skills

Desirable

• 12 to 15 Years of experience in Service Management or Service Delivery
• Excellent telephone oral communication skills, strong written English

Skills: (Technical skills)

Essential

• ITIL certification

Desirable

• Any Technical Certification (Microsoft, Cisco.etc)

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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