Major Incident Manager
2 weeks ago
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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