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VP, Level 2 (L2) Senior Incident Manager

Irving, TX, USA | Citi Private Bank

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    IT / Information Technology
  • Experience:
Job Description:
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-Shift oriented resulting in work across one or more shifts in a 24x7x365 operational team

-Lead support teams to address and resolve outages

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

-Ensure all Incidents are accurately documented within ServiceNow records.

-Continuous process improvement while increasing service quality. 

-Enthusiastically find opportunities for improving Our process “Faster, Better, Cheaper”

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

-Increase technology, business unit, and organizational knowledge year over year.

-Help build close relationships with Service Assurance teams such as Problem Management 


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

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

-Well-trained specialist working in a proficient environment

-Experienced on interacting with a demanding customer focused service delivery organization

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

-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 


-University undergraduate BS/BA degree preferred

-ITIL v3 Certification(s)

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

-Military Service a significant plus

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