Business Command Center Major Incident - Assistant Vice President

Citi • Tampa, FL

4d • $87,280 - $130,920 • Onsite

About The Position

As a Major 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.

Requirements

• Extensive background in financial services, with expertise in cash management, transactional banking, and trade operations.
• Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking.
• 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.
• Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations.
• Ability to influence partners and drive cross-functional work to achieve optimal solutions to complex problems.
• Exceptional attention to detail, comprehensiveness of content, and ability to manage multiple assignments to completion under tight deadlines.
• Flexibility to support global time zones, including some on-call weekend support.
• Strong client focus and commitment to delivering exceptional service.
• Excellent interpersonal skills and the ability to build strong working relationships with colleagues at all levels.
• Ability to effectively share information with support team members and other technology teams.
• Ability to plan and organize workload effectively.
• Consistently demonstrates clear and concise written and verbal communication skills, tailoring communication appropriately to relevant stakeholders.

Nice To Haves

• Hands-on experience with ServiceNow or equivalent Service Management platforms.
• Certifications in Incident Management or related disciplines (e.g., ITIL etc.).
• 4 year degree or relevant experience

Responsibilities

• 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 ServiceNow dashboard and incident metrics to detect, triage, and address emerging issues before they escalate.
• 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 calls with 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 BCC in 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.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree