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Senior L2 Major Incident Manager - (C13 / VP)

Irving, TX, USA | Citi Private Bank

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    Project Management
  • Experience:
Job Description:
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You will have strong support from our diverse panel of team members responsible like you for leading core and management activities and procedures with the highest degree of service. Some of the specific activities that the Senior Incident Manager engage on will include:

- Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges

- Ensuring all senior roles and accountabilities responsible for assessing business impact and restoring service are represented and taking prescribed action

- Providing frequent and meaningful business/client-centric executive summaries to our senior business and technology leaders

- Severity (Impact / Urgency) and Priority determination based on situational appraisal and extracted information from our partner functions

- Maintaining a heightened level of sensitivity to future business impact and risk to customers/stakeholders

- Acting in a leadership style capacity and having general oversight on our most significant Major Incident events

- Provide and documenting input for Root Cause Analysis

- Handle Executive calls to keep our senior leadership updated as needed

The ideal associate for our agile family of experts needs to know about:

- Enterprise incident control experience across several IT disciplines

- A fundamental and/or real-world understanding of the Banking / Financial industry with a heavy focus on Markets and Treasury / Trade Services

- Working knowledge of Retail / Commercial / Digital banking preferred but not required

- Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to Distributed services (UNIX, LINUX, Windows, AS400, etc…), SQL and Oracle database architecture, Network infrastructure, Telephony infrastructure, Mainframe hardware and platforms, Middleware, Storage, cloud-based file sharing, Proxy servers, web architecture and various virtualization infrastructure.

- Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow

Some of the soft skills / abilities required for you to be successful in this role include:

- Critical Thinking, Problem Solving and Deductive Reasoning

- Leadership – Capacity, Capability, and Competency (“Leaders inspire other to take action”)

- Commanding presence

- Active and Agile Listening

- Maintaining a professional demeanor and attitude to “control the chaos”

- Ability and confidence to act decisively and take constructive feedback onboard

- Exercise influence over a wide variety of individuals at all levels of technical & business leadership

- Ability to multi-task and make good judgments in a dynamic and high impact environment.

- Ability to challenge the assumptions and information that does not reflect accurately the situation at hand

- Excellent phone / video presence and verbal / written communication skills

- Strong relationship management and client centric mindset

- Ability to learn, develop and execute quickly.

Key accountabilities:

- Providing shift coverage in a 24x7x365 operational team. Work life balance is important to us but there will be times when extra effort will be required to ensure continuity and client experience

- Collaborate with local, regional, and global family of partners to share knowledge of people, process, and technology.

- Ensure all Major Incidents are communicated in executive technology and business-centric terms

- Identify opportunities for improving our process in the pursuit of being “Faster, Better, and Cheaper”

- Help establish, cultivate, and grow nurturing relationships with global business and technology organizations

- Improve technology, business unit, and organizational knowledge

- Help build close relationships with partner functions like App Dev/Dev Ops, Production Support and Process teams (e.g., Problem and Change Management)


- Strong formation in running incidents / situations / crisis events in a large, complex enterprise environment

- Broad technical experience – preferably in leadership or a domain expert role in an application support or infrastructure organization

- Experienced interacting with High Touch / VIP customers and service delivery functions

- Demonstrable understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework

- Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises

- Multi-lingual in English, Spanish, Portuguese a plus


- Bachelor's Degree or equivalent work experience.

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