Major Incident Manager

2 weeks ago


Irving, Texas, United States Citigroup Inc Full time
Job Summary

As a Major Incident Manager at Citigroup Inc., you will play a critical role in managing and driving the activities related to the Major Incident Management (ICM) process for Citi's franchise critical applications and services. This position requires a strong understanding of IT service management and the ability to lead core activities and procedures with high quality and service attitude.

Key Responsibilities

Triage support teams for expedited troubleshooting within a technical and business bridge

Create summaries for senior management on critical major incidents

Determine priority based on reported information as well as sensitive to future impact and risk to customers/stakeholders

Support informational major incidents for repeatable events within the organization

Perform L1 and L2 activities and drive towards mastering each ICM task

Provide continuous status as senior requests and to the technical and business organizations

Provide and document input for Root Cause Analysis

Perform escalation of executive representation whenever needed (Business, Technical, Sr. Management)

Run senior interaction at any level and challenge handling

Requirements

3-6 years of experience working in an IT environment

Experience in running major incidents/situations/crisis events in a large, complex enterprise environment

Technical experience as a contributor role in an application support or infrastructure organization

Experienced on 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

Preferred Qualifications

ITIL 4 Certification(s) or any other service management certification preferred

Enterprise incident control experience across IT disciplines

Good understanding of transactional banking preferred

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

What We Offer

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 https://www.citi.com/careers/benefits.

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