Business Command Center

• Exceptional verbal and written communication skills, with the ability to communicate complex information clearly and concisely to both technical and non-technical audiences
• Strong troubleshooting and problem-solving skills, with the ability to analyze complex situations and develop effective solutions
• Understanding of program and project management methodologies
• Experience working with global or multi-regional teams
• Bachelor’s degree in a related field or equivalent work experience
• Ability to understand complex processes and communicate key data elements effectively
• Proven ability to manage multiple assignments simultaneously and meet aggressive deadlines
• Ability to work independently and manage projects effectively
• Experience with Service Management tools such as ServiceNow
• Strong teamwork skills and the ability to adapt quickly to shifting priorities in support of team goals
• Proficiency in MS Office applications and collaboration tools such as Microsoft SharePoint, MS Teams, and Zoom
• Incident Management
• Problem Management
• Communication (Written and Verbal)
• Conflict Resolution
• Analytical Thinking
• Risk Management
• Technical Proficiency
• Time Type :Full time
• Please see the requirements listed above
• For complementary skills, please see above and/or contact the recruiter
• Experience: 3 years required

Responsibilities

• The BCC provides centralized command and control for Major Incident, Cyber Event, and Operational Risk Event support, ensuring continuous improvement in the quality of our service offerings
• The team enhances business, operational, and support processes by driving transparency, consistent severity and impact assessment, rapid resource engagement, appropriate escalation, and timely communication during service disruptions
• The Intermediate Analyst, Global Business Command Center (BCC) is responsible for managing Major Incidents and Operational Risk Events impacting Citi’s Services business and clients, with a primary focus on preventing or minimizing client impact
• This role requires strong leadership, technical aptitude, and communication skills to effectively coordinate responses, facilitate communication, and drive resolution
• Facilitate the coordination, communication, and escalation of incidents impacting the delivery of TTS and Securities Services to clients
• Serve as a liaison between Business and Technology teams, promoting rapid escalation of incidents or market events, providing business context to remediation options, and translating technical details into clear, concise language
• Monitor ServiceNow dashboards and incident metrics to identify trends and potential issues
• Apply knowledge and experience to accurately assess impact, severity, and ownership of incidents
• Utilize management and leadership skills to ensure the incident recovery team is well-organized, effectively managed, and communicating effectively throughout the incident lifecycle
• Manage and drive incidents to successful completion, ensuring overall Incident management goals and milestones are met
• Review all Incident Management Status and Metrics Reports for accuracy, consistency, and timeliness
• Manage project initiatives related to TTS and Securities Services stability, safety, and soundness
• Contribute to the development of broad quality analytics to inform quality strategy decisions by senior leaders globally
• This role may require working early morning to late evening shifts to support global coverage
• This role includes participation in a weekend on-call rotation, a few times per year
• Leadership – Command and Control for managing large conference calls
• Collaboration