Business Command Center Major Incident - Assistant Vice President

As aMajor Incident Senior Analyst within the Business Command Center (BCC), you will be a cornerstone of Citi's global Services business resilience strategy. This role places you at the intersection of business continuity, incident response, and stakeholder leadership — where your decisions directly protect client experience and operational integrity.

You will own the end-to-end management of Major Incidents, Cyber Events, and Operational Risk Events affecting the Services business and its clients. Acting as the critical bridge between business and technology, you will lead with a client-first mindset, translate complexity into clarity, and drive swift, structured resolution across all incident lifecycle stages.

• Lead incident command across the full lifecycle — coordinating escalation, communication, and resolution for incidents impacting the Services business globally.
• Act as the primary business-to-technology liaison, facilitating rapid escalation and translating complex technical issues into clear, actionable language for non-technical stakeholders and senior leadership.
• Proactively monitor the Service Now dashboard and incident metrics to detect, triage, and address emerging issues before they elevate.
• Apply experienced judgment to assess incident impact, severity classification, and ownership, ensuring the right teams are engaged at the right time.
• Command large, high-stakes incident callswith confidence — managing diverse participants, leadership stakeholders, and cross-functional recovery teams with structure and clarity.
• Drive incidents to resolution, ensuring all management goals, milestones, and SLA commitments are met.
• Audit Incident Management Status and Metrics Reports for accuracy, consistency, and timeliness prior to distribution.
• Navigate high-pressure scenarios with agility — resolving conflicts, applying creative problem-solving, and adapting to rapidly shifting business conditions.
• Lead the business response to cyber events, working in close coordination with Information Security, Business, and Technology partners.
• Represent the BCCin regional, global, and executive-level tabletop exercises to maintain a continuous state of operational readiness.

• Manage communication and escalation of Operational Risk Events to Senior Management, ensuring timely, accurate, and appropriately scoped notifications.

• Lead project management and readiness efforts for Safety & Soundness events, including end-to-end War Room planning and execution for major event Go-Lives.
• Contribute to enterprise-level quality analytics, developing insights and reporting that inform global quality strategy for senior leadership decision-making.

• Individual Leadership Experience
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  Extensive background in financial services, with expertise in cash management, transactional banking, and trade operations.
• Incident/Crisis Management Expertise
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  Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking.
• Exceptional Communication Skills
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  Excellent written and verbal communication skills, with the ability to influence, negotiate, and present to senior leaders across various functions. Experience communicating with external parties is a plus.
• AI & Prompt Engineering: Intermediate to advanced level knowledge and a hands-on experience with AI Prompt Engineering with an ability to create process and tooling solutions.
• Global Collaboration Experience
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  Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large…