Sr IT Service Management Specialist - Enterprise Incident Mgmt; Weekend Shift

Enterprise Incident Management Specialist (3rd Shift)

4 Days Hybrid from any of our locations in RI, Iselin NJ, MA, Pittsburgh PA. 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 everything that raises concern for regulatory commitments or impacts Citizen’s 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 and reputation, and controlling financial losses when the organization is impacted by an incident or event.

Mon - Thursday 3rd shift 8 PM to 6 AM.

• Participate in criticality technology and business incidents / issues.
• Partner with technology and business groups to agree and drive actions in support of incident mitigation and resolution.
• Facilitate teleconferences – drive service restoration partnering business, technology, control group participants and business customers.
• Answer the EIM hotline for intake of potential incidents.
• Assess operations, customer, financial and business impacts for incidents to ascertain who will be required for restoration.
• Identify the recovery management and accountable business executive for incidents to help drive restoration.
• Provide ongoing status of progress / state of the state / outline actions / next steps.
• Draft and document an incident alert to provide state throughout the lifecycle.
• Document incident records to meet all quality requirements (Service Now, SharePoint, Incident Workbook, etc.).
• Page key resources through Ever Bridge to aid in remediation of an incident.
• Command and control the incident as the primary incident manager.
• Promote Service Now tickets during an incident.
• Governance – examination of incidents for data quality and process conformance.
• Post-incident activity – drive to mitigate repeat incidents and identify learning / improvement opportunities to enhance the customer and internal technology and business partner experience.
• Resolution – ensure the quick resolution of tickets; encourage automation of habitual Service Management concerns from colleagues and process improvement.

• Fully learn and understand Incident Management policies, processes, procedures, and runbooks.
• Vet 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 and understand their role, participants and expectations.
• Maintain and enhance key stakeholder relationships to ensure representation from all business areas across all levels of the 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 assessed for the appropriate criticality.
• Decision authority to pursue emergency change during active event.
• Advocate for continuous operational improvement.
• Provide 24/7/365 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.
• Train – internal training for constant improvement opportunities.

• Professionalism – ability to maintain a high level of professionalism, excellent work ethic, and personal accountability.
• Facilitation – strong…