Global Major Incident Lead - Command Center

Citi; Tampa (FL); On-site; USD 87,000 - 131,000; Full time

Job summary

Citi is seeking a Major Incident Senior Analyst to lead end-to-end Major Incident, Cyber Event, and Operational Risk Event management within the BCC for Citi Services globally. You will act as a bridge between business and technology, coordinating incident lifecycle stages and driving structured resolution with senior leadership visibility.

You will monitor incident metrics, manage escalation, and lead cross-functional teams through go-live readiness and tabletop exercises, while maintaining a

Qualifications

• Experience in financial services, cash management, and transactional banking.
• Expertise in incident and crisis management, with ownership, escalation, and resolution tracking.
• Excellent written and verbal communication, with ability to influence senior leaders across functions.
• Experience with global, multi-region initiatives and large matrix organizations.

Responsibilities

• Lead incident command across the full lifecycle for incidents impacting the Services business globally.
• Bridge business and technology, translating complex technical issues into clear language for non-technical stakeholders and senior leadership.
• Monitor the ServiceNow dashboard and incident metrics to detect, triage, and address issues.
• Command large, high-stakes incident calls with cross-functional recovery teams and leadership stakeholders.
• Drive incidents to resolution, ensuring milestones and SLA commitments are met.
• Audit Incident Management Status and Metrics Reports for accuracy and timeliness.

Skills

Incident management

Crisis management

Communication skills

Global collaboration

AI prompt engineering

Stakeholder leadership

On-call readiness

Education

4 year degree or relevant experience

Tools

ServiceNow

Job description

Citi is seeking a Major Incident Senior Analyst to lead end-to-end Major Incident, Cyber Event, and Operational Risk Event management within the BCC for Citi Services globally. You will act as a bridge between business and technology, coordinating incident lifecycle stages and driving structured resolution with senior leadership visibility.

You will monitor incident metrics, manage escalation, and lead cross-functional teams through go-live readiness and tabletop exercises, while maintaining a