Sr IT Service Management Specialist - Enterprise Incident Mgmt; 3rd Shift

Description

“3rd shift - Mon - Thursday 8 PM to 6 AM”

Role is not relocation eligible.

The Enterprise Incident Management team leads all aspects of major incident management across the organization for technology and business-related events. This includes business, technology, facilities, cyber & security, privacy, 3rd party, weather, social/political unrest, employee safety, disaster/recovery and anything that raises concern for regulatory commitments or impacting Citizens bank reputation by spearheading teleconferences among designated technology and business leaders. Effective and robust major incident management delivery is critical to reducing risks, minimizing impact on customers, reputation, and controlling financial losses when the organization is impacted by an incident or event.

• Fully learn/understand the Incident Management policies, process and procedures and runbooks.
• Vetting initial report of an incident for business impact through intake methods used by our EIM process.
• Respond to engagement needs based on reach out and/or incident ticket.
• Build strong relationships with Control groups areas, understanding the role they play, participants and expectations.
• Maintain and enhance key stakeholder relationships to ensure that there is representation from all business areas across all levels of the business incident management structure for Citizens.
• Facilitate/partner and support teleconferences to drive service restoration.
• Ascertain impact to bank’s meeting regulatory requirements and ensure control group decisioning is timely.
• Ensure incidents are managed at the appropriate level, all incidents are escalated to leadership appropriately, and all incidents are assessed for the appropriate criticality.
• Decision authority to pursue emergency change during active event.
• Advocate for continuous operational improvement.
• Provide 7x24x365 on‑call support as point of escalation on a rotational basis.
• Perform auxiliary tasks to assist teammates in teleconference facilitation – obtaining resources, tracking timeline, creating, and publishing business decisions and action items.
• Support ad‑hoc requests from Management.
• Manage any post‑restoration activities.
• Support any heightened awareness periods/activity.
• Maintain any administration documentation – distribution lists, Everbridge lists, etc.
• Training – Internal training for constant improvement opportunities.

• Professionalism – Ability to maintain a high level of professionalism, excellent work ethic and personal accountability.
• Fac…