Senior L2 Major Incident Manager - Vice President

At Citi, we are committed to maintaining the highest standards of service reliability for our global clients. The
Major Incident Management (IcM)team is a premier group of technology specialists responsible for protecting Citi's franchise-critical applications and business services.

When unplanned service interruptions occur, our team steps in to command, control, and resolve incidents that carry significant financial, reputational, or legal/regulatory risks. We act as the central nervous system of Citi's technology operations, bridging the gap between complex technical infrastructure and executive business leadership. By minimizing the duration and impact of outages, we ensure end-to-end service quality and deliver "industry-best" customer service.

Role

Summary:

As a
Senior Major Incident Manager (C13), you will own and drive the recovery process for high-severity incidents across Citi's global footprint. This is a high-visibility role requiring a commanding presence, decisive decision-making, and the ability to translate complex technical issues into clear, business-centric terms. You will lead cross-functional technical bridges, influence elite specialists across multiple disciplines, and directly communicate status updates to C-level executives.

A Day in the Life of a Senior Major Incident Manager:

While no two days are the same in incident management, a typical shift involves:

• Shift Handover & Situational Awareness:Start the day by reviewing active incidents, ongoing high-priority issues, and upcoming high-risk changes to ensure seamless operational continuity.
• Commanding the Technical Bridge & Breakout rooms:When a major incident is declared, immediately take command of the technical and business recovery bridges. Triage support teams, coordinate troubleshooting efforts, and drive rapid service restoration.
• Executive Communication:Draft and distribute precise, client-centric executive summaries to senior business and technology leaders, keeping them informed of business impact and restoration progress.
• Managing Stakeholder Calls:Lead executive update calls to keep senior leadership aligned and reassured during critical, high-impact events.
• Post-Incident Review & RCA:Collaborate with Problem Management and Application Development teams to document root cause analysis (RCA) inputs, ensuring long-term preventative measures are established.
• Continuous Improvement:Partner with App Dev, Dev Ops, and Production Support teams to refine alerting thresholds, update playbooks, and optimize the incident response lifecycle.

Specific Technologies Used by the Team

To effectively lead recovery efforts, you will interact with and need a working knowledge of a broad enterprise technology stack:

• Information Technology Management (ITSM):Service Now (Incident, Change, and Problem modules)
• Operating Systems & Distributed Services:UNIX, LINUX, Windows, AS400
• Databases & Query
  
  Languages:
  
  SQL, Mongo, Oracle Database Architecture
• Infrastructure & Networks:Network routing/switching, Telephony infrastructure, Mainframe hardware and platforms
• Middleware & Integration:Message Queues (MQ), Enterprise Service Buses (ESBs)
• Cloud & Virtualization:VMware, cloud-based file sharing, Proxy servers, and modern web architectures
• Nice CXOne: Tool for servicing the Major Incident Management hot line: incoming/outgoing phone calls.
• Zoom and MS Teams as Instant messaging tools.

Qualifications & Requirements

• Education:Bachelor's degree or equivalent work experience.
• Experience:8-12 years of experience working in a large-scale IT environment (e.g., IT Operations Command Center, Network Operations Center (NOC), Application Support, or Infrastructure).
• Incident Management:Proven experience running major incidents, crisis events, or high-pressure situations in a large, complex enterprise.
• Language:Advanced English proficiency (written and verbal).
• Soft Skills:
  • Commanding presence with a professional demeanor to "control the chaos."
  • Excellent active listening, critical thinking, and deductive reasoning skills.
  • Strong relationship management skills with a client-centric mindset.
  • Ability to act decisively and multi-task in a dynamic, high-impact environment.

Preferred Qualifications

• Industry Knowledge:A fundamental understanding of the Banking/Financial industry, with a focus on Markets, Treasury, Trade Services, or Transactional Banking.
• Multilingual:Professional proficiency in Spanish is a strong plus
• Technical Breadth:Broad technical experience in a leadership or domain-expert role within application support or infrastructure.

Recommended Certifications & Professional Development

We believe in continuous learning and support our team members in acquiring industry-standard credentials.

• ITIL 4 or 5 Foundation:
  • Status:
    
    Highly recommended.
• Other Service Management
  
  Certifications:
  
  Additional certifications in Agile, Dev Ops, or specific technical domains (AWS/Azure Cloud, Cisco, Red Hat) are welcomed and supported as part of your ongoing career development plan.

Job Family Group:

Technology

Job…