Global Major Incident Lead, Business Command Center

Citibank (Switzerland) AG; Dublin; On-site; Confidential; Full time

Job summary

Citibank (Switzerland) AG is seeking a Business Command Center Major Incident Lead to ensure stability for Citi’s Services globally. You will orchestrate incident response, manage major events, and align business needs with technical solutions to minimize client disruption.

You will lead crisis management, communicate clearly with senior stakeholders, monitor incident metrics, and drive recovery efforts across global teams, including on-call support and tabletop exercises.

Qualifications

• Proven Leadership Experience in financial services
• Incident/Crisis Management Expertise
• Exceptional Communication Skills
• Knowledge of AI Prompt Engineering and tooling solutions
• Problem-Solving and project management

Responsibilities

• Orchestrate incident coordination, communication, and escalation across the Services business
• Serve as liaison between business and technology teams for rapid incident escalation
• Provide business perspective on remediation and translate technical details for non-technical stakeholders
• Monitor ServiceNow dashboards and incident metrics to identify issues
• Assess impact, severity, and ownership of incidents
• Lead on-call calls with leadership to ensure organized incident recovery
• Drive incidents to successful resolution and meet incident management milestones
• Review incident reports for accuracy and timeliness
• Collaborate with Cyber, IT, and business partners on cyber events and exercises
• Represent the BCC in tabletop exercises and regional/global readiness initiatives
• Build partnerships with regional Cyber BCC Leads for year-round preparedness
• Lead War Room planning and execution for Safety & Soundness events
• Contribute to quality analytics used by senior leaders

Job description

Citibank (Switzerland) AG is seeking a Business Command Center Major Incident Lead to ensure stability for Citi’s Services globally. You will orchestrate incident response, manage major events, and align business needs with technical solutions to minimize client disruption.

You will lead crisis management, communicate clearly with senior stakeholders, monitor incident metrics, and drive recovery efforts across global teams, including on-call support and tabletop exercises.