As the Global Head of Incident Management, you will have a unique opportunity to get exposure to every line of business and service that Citi offers - everything from Retail / Commercial Banking, Payment Processing, Trade/Security processing, Foreign Exchange (Currency) Platforms, Online/Mobile Channels and others. We are a learning organization, meaning every situation gives us information that we will use to continually evolve our standards, processes and tooling. The ServiceNow service management suite is the tool of choice for all ITIL process disciplines, and you will be a custodian and change agent for all of our process disciplines and how they interact and apply to the business and customer needs.

The ideal individual for this role will have a good blend of managerial, technical and soft skills. We are seeking a dynamic communicator with considerable interpersonal skills, who has strong deductive reasoning capabilities and can communicate up/down/across a Global enterprise. In the role, you will drive initiatives from inception to closure and are expected to have a solid attention to detail, not giving up until the objective is achieved.

Experience in large scale Business/Technology Operations, Service Management / Continual Service Improvement and/or Business/App Support would certainly be an asset but should not discourage anyone with the core skills described here or below from applying. If you demonstrate extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover the underlying causes, this role may be a fantastic fit for you.

Being the best requires working together — across time zones, languages and borders. That can only take place in an environment where people respect, value and support one another. Citigroup is an equal opportunity employer, and we value diversity at our company. We do not discriminate against interviewees or employees regardless of their status.

Key Responsibilities:

• The Global head of Incident Management in Citi Technology Infrastructure hold the responsibility to lead all regional leads to manage the most critical impacting tech issues for the bank including planning, organizing, monitoring, controlling & leading the various process functions in full compliance with Citi Information Technology Policy and Standards.
• Lead and manage regional teams to manage the most critical Major Incidents for the franchise on a follow the sun model to ensure services are restored.
• Ability to create and deliver Executive Level write ups and full analysis of HIGH severity/priority outages to seniors for all organizations across the enterprise.
• Drives the team to deliver with excellence all goals and objectives for the organization.
• Liaise and coordinate with the Service Management Office, Regional Technology Managers, Operations and Technology Leaders and Business Managers regarding services provided by the Production Operations and Citi Technology Infrastructure for the region.
• Collaborate and seek harmonies with all support teams - Operations, Application Development Units, Data Center, Distributed Operations, and Production Support.
• Develop and cultivate multi-function / multi-sector partner relationships at all levels of the organization.
• Identify areas of waste and recommend improvements in the execution of the process in the form of automation, consolidation or elimination.
• Manage across multiple shifts in a 24x7x365 operational team, whose primary function is to drive all incidents globally until resolved.

• Manage outages, driving and coordinating resolution, including calls, escalation, and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities.
• Train and share knowledge in area of expertise with Regional Leads and junior staff members (i.e. - business aligned support of Incidents, for our major lines of business or platform aligned [Mainframe, Distributed, Network, Storage, Cloud, Virtualization, Security/Firewall, Servers, etc.)
• Ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.

• Continuous development and daily management of Service Quality. This includes obtaining measurable improvements in customer satisfaction via reduced mean time to restore services.
• Assist with management visibility into Service Quality and process effectiveness with comprehensive reporting based on well-designed metrics
• Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for ourselves and our customers.
• Establish and grow relationships with senior team members and global business and technology contacts
• Assist in ensuring that all CTI processes and procedures are adhered to and are in compliance with corporate guidelines.
• Assist teams in maintaining industry best practice framework, process, and tool knowledge
• Grow their technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines.
• Interact with other Production Management teams in other sectors to help resolve outages.
• Other duties as required

Qualifications:

• Experienced leader with a consistent track record of building and leading diverse teams globally.
• Broad experience in an IT - related operational support role
• Excellent level of experience with ITIL good practices is a plus
• Operational experience with Service Management / Problem Management is a must
• Experience with enterprise level service management tools (e.g., ServiceNow, BMC Remedy, HP Service Center) and ability to drive changes to improve process execution.
• Highly proficient interpersonal skills and proven track record facing off with senior Business/Technology partners
• Highly organized presentation, negotiation and customer service skills
• Creative thinker who challenges the status quo
• Strong analytic/diagnostic skills and attention to detail
• Undergraduate/Graduate degree or equivalent work experience and/or military related skills will be a plus

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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