Citigroup, Inc

Business Command Center Major Incident/Cyber Lead - Vice President

Citigroup, Inc • $125K — $188K *
Irving, TX 75061Hybrid
Finance & Insurance
8 - 10 years of experience
3 weeks ago
Job Overview by Ladders

Qualifications

  • Extensive experience in financial services, focusing on cash management and trade operations.
  • Deep understanding of incident and crisis management principles.
  • Excellent written and verbal communication skills for influencing senior leaders.
  • Intermediate to advanced knowledge of AI Prompt Engineering for tooling solutions.
  • Demonstrated experience with global initiatives in matrix organizations.

Responsibilities

  • Orchestrate coordination and escalation of incidents affecting the Services business.
  • Serve as liaison between business and technology teams for incident management.
  • Proactively monitor ServiceNow dashboard for potential issues.
  • Assess the impact and ownership of incidents with expertise.
  • Drive incidents to resolution and ensure management goals are met.
  • Command business-centric responses to cyber events in coordination with partners.
  • Lead project management for initiatives related to major events and safety.

Benefits

  • Medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Life and disability insurance.
  • Wellness programs.
  • Paid time off including vacation and sick leave.
Full Job Description
As the Business Command Center (BCC) Major Incident/Cyber Lead, you will play a critical role in ensuring the stability and resilience of Citi's Services business organization globally. Leading within the Services Business Command Center (BCC) / Cyber BCC, you will be responsible for providing a business-centric approach to incident and event response, managing major incidents, and contributing to strategic stability initiatives. Your expertise will be pivotal in bridging the gap between business needs and technical solutions, ensuring minimal disruption to our clients and maintaining the highest standards of service delivery.

What You'll Do:

Key Responsibilities

Major Incident Management:
  • Orchestrate the coordination, communication, and escalation of incidents that impact the Services business.
  • Serve as the primary liaison between business and technology teams, facilitating rapid escalation of incidents or market events. Provide a business perspective on remediation options and translate complex technical details into clear, understandable terms for non-technical stakeholders.
  • Proactively monitor the ServiceNow dashboard and incident metrics to identify and address potential issues.
  • Leverage your knowledge and experience to accurately assess the impact, severity, and ownership of incidents.
  • Exhibit strong command and control on calls with large participants, management and leadership skills to ensure the incident recovery team is well-organized, effectively managed, and communicating clearly throughout the incident lifecycle.
  • Drive incidents to successful resolution, ensuring overall incident management goals and milestones are achieved.
  • Thoroughly review all Incident Management Status and Metrics Reports for accuracy, consistency, and timeliness.
  • Adept at conflict resolution, innovative problem-solving in stressful situations, and leading with agility to address changing business needs.


Cyber Event Leadership & Coordination:
  • Command the business-centric response to cyber events and incidents in close coordination with Information Security, Business, and Technology partners.
  • Represent the BCC and the business in regional, global, and executive-level table-top exercises to ensure a constant state of readiness.
  • Build and maintain strong partnerships with regional Cyber BCC Leads to ensure year-round global preparedness and a cohesive response strategy.


Strategic Initiatives (War Room Planning & Execution):
  • Lead project management and readiness efforts for initiatives related to Safety & Soundness events by planning on War Room set up for Major event Go-Lives.
  • Contribute to the development of comprehensive quality analytics that will be used by senior leaders to inform quality strategy globally.


What You'll Bring:
  • Proven Leadership Experience: Extensive experience in the financial services industry, with a focus on cash management, transactional banking, and trade operations.
  • Incident/Crisis Management Expertise: Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking.
  • Exceptional Communication Skills: 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.
  • Intermediate to advanced level knowledge and a hands-on experience with AI Prompt Engineering with an ability to create process and tooling solutions.
  • Problem-Solving Prowess: Strong troubleshooting and problem-solving skills, with the ability to think critically and develop creative solutions.
  • Project Management Acumen: Solid understanding of project management standards and methodologies.
  • Global Collaboration Experience: Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations.
  • Influence and Collaboration: Ability to influence partners and drive cross-functional work to achieve optimal solutions to complex problems.
  • Detail-Oriented and Results-Driven: Exceptional attention to detail, comprehensiveness of content, and ability to manage multiple assignments to completion under tight deadlines.
  • Adaptability: Flexibility to support global time zones, including some on-call weekend support.
  • Client-Centric Mindset: Strong client focus and commitment to delivering exceptional service.
  • Interpersonal Skills: Excellent interpersonal skills and the ability to build strong working relationships with colleagues at all levels.
  • Information Sharing: Ability to effectively share information with support team members and other technology teams.
  • Organizational Skills: Ability to plan and organize workload effectively.
  • Clear Communication: Consistently demonstrates clear and concise written and verbal communication skills, tailoring communication appropriately to relevant stakeholders.


Education:
  • Bachelor's degree or equivalent experience


Bonus Points:
  • Experience with ServiceNow / other Service Management tools
  • Certifications in Incident Management or related fields.


Job Family Group:
Technology

Job Family:
Applications Support

Time Type:
Full time

Primary Location:
Irving Texas United States

Primary Location Full Time Salary Range:
$125,760.00 - $188,640.00

In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills
Please see the requirements listed above.

Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date:
Jun 30, 2026

About Citigroup, Inc

Citigroup is a financial services holding company that provides financial products and services. The company operates through two segments, Global Consumer Banking (GCB) and Institutional Clients Group (ICG). The GCB segment offers traditional banking services to retail customers through retail banking, commercial banking, Citi-branded cards, and Citi retail services. The ICG segment offers various banking, and financial products and services to corporate, institutional, public sector, and high-net-worth clients. This segment provides wholesale banking products and services, including fixed-income and equity sales and trading, foreign exchange, prime brokerage, derivative services, equity and fixed-income research, corporate lending, investment banking, and advisory services, private banking, cash management, trade finance, and securities services. Citi is committed to sustainability and social responsibility, and the company invests in initiatives that promote economic progress.

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Join the vibrant team at Citigroup, Inc, a leading global bank, and propel your career into the future. Citigroup offers a plethora of job opportunities that span across various fields and expertise, making it an ideal place for ambitious professionals to thrive.

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Learn more about Citigroup, Inc
Market Cap
$1.3 billion
Industry
Finance & Insurance
Net Income
$89.6 million
Founded
1812
5 Year Trend
+4.6%
NASDAQ
C
* Ladders Estimates

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