Business Command Center Major Incident - Assistant Vice President

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Job Overview

About the Role

As a Major Incident Senior Analyst within the Business Command Center (BCC), you will be a cornerstone of Citi's global Services business resilience strategy. This role places you at the intersection of business continuity, incident response, and stakeholder leadership — where your decisions directly protect client experience and operational integrity.

You will own the end-to-end management of Major Incidents, Cyber Events, and Operational Risk Events affecting the Services business and its clients. Acting as the critical bridge between business and technology, you will lead with a client-first mindset, translate complexity into clarity, and drive swift, structured resolution across all incident lifecycle stages.

Key Responsibilities

Major Incident Management

• Lead incident command across the full lifecycle — coordinating escalation, communication, and resolution for incidents impacting the Services business globally.
• Act as the primary business-to-technology liaison, facilitating rapid escalation and translating complex technical issues into clear, actionable language for non-technical stakeholders and senior leadership.
• Proactively monitor the ServiceNow dashboard and incident metrics to detect, triage, and address emerging issues before they escalate.
• Apply experienced judgment to assess incident impact, severity classification, and ownership, ensuring the right teams are engaged at the right time.
• Command large, high-stakes incident calls with confidence — managing diverse participants, leadership stakeholders, and cross-functional recovery teams with structure and clarity.
• Drive incidents to resolution, ensuring all management goals, milestones, and SLA commitments are met.
• Audit Incident Management Status and Metrics Reports for accuracy, consistency, and timeliness prior to distribution.
• Navigate high-pressure scenarios with agility — resolving conflicts, applying creative problem-solving, and adapting to rapidly shifting business conditions.
• Lead the business response to cyber events, working in close coordination with Information Security, Business, and Technology partners.
• Represent the BCC in regional, global, and executive-level tabletop exercises to maintain a continuous state of operational readiness.

Operational Risk Events

• Manage communication and escalation of Operational Risk Events to Senior Management, ensuring timely, accurate, and appropriately scoped notifications.

Strategic Initiatives — War Room Planning & Execution

• Lead project management and readiness efforts for Safety & Soundness events, including end-to-end War Room planning and execution for major event Go-Lives.
• Contribute to enterprise-level quality analytics, developing insights and reporting that inform global quality strategy for senior leadership decision-making.

What You'll Bring:

• Individual Leadership Experience: Extensive background in financial services, with expertise in 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.
• AI & Prompt Engineering: Intermediate to advanced level knowledge and a hands-on experience with AI Prompt Engineering with an ability to create process and tooling solutions.
• 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.

Bonus Qualifications

• Hands-on experience with ServiceNow or equivalent Service Management platforms.
•  Certifications in Incident Management or related disciplines (e.g., ITIL etc.).
• 4 year degree or relevant experience

Working Arrangements

Please Note: This role operates on a shift schedule spanning early mornings to late evenings to support global coverage across time zones. It also includes periodic weekend on-call responsibilities (a few times per year). Candidates should be comfortable with, and committed to, this level of availability.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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