Senior Major Incident Manager – IT Service Continuity

Citizens Financial Group; Atlanta (GA); On-site; USD 94,400 - 141,600; Full time

Benefits offered by this job

Medical, dental, vision insurance

Retirement benefits

Parental leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens Financial Group seeks an Sr IT Service Management Specialist for Enterprise Major Incident Management on the second shift (2 PM–10 PM EST). You will lead major incident response across technology and business domains, coordinating actions, communications, and restoration efforts to minimize customer impact and financial risk.

You’ll collaborate with technology, control groups, and customers, run teleconferences, manage status updates, and ensure quality documentation while driving

Qualifications

• Bachelor’s degree in Information Technology or relevant industry experience.
• ITIL Foundation Certification – strong knowledge of ITIL Service Management – Service Support.

Responsibilities

• Partner with technology and business groups to agree and drive actions for incident mitigation and resolution.
• Facilitate teleconferences and drive service restoration in partnership with business, technology, control group participants and customers.
• Answer the EIM hotline for intake of potential incidents.
• Assess operations, customer, financial and business impacts to identify required restoration stakeholders.
• Identify recovery management and accountable business executive for incident to drive restoration.
• Provide ongoing status updates and outline next steps.
• Draft and document incident alerts to communicate state throughout the lifecycle.
• Document incident records to meet quality requirements (ServiceNow, SharePoint, Incident Workbook, etc.).
• Page key resources through EverBridge to aid remediation.
• Command and control the incident as the primary incident manager.
• Promote ServiceNow tickets during an incident.
• Governance: examine incidents for data quality and process conformance.
• Post‑incident activity: mitigate repeat incidents and identify improvement opportunities.
• Resolution: ensure quick ticket resolution, encourage automation of habitual Service Management concerns and process improvement.

Skills

Professionalism

Facilitation

Communication

Integrity

Innovation

Banking experience

ITIL Foundation

Motivation

Adaptability

Assertiveness

Multitasking

Customer service

Education

Bachelor’s degree in Information Technology or relevant industry experience

Job description

Citizens Financial Group seeks an Sr IT Service Management Specialist for Enterprise Major Incident Management on the second shift (2 PM–10 PM EST). You will lead major incident response across technology and business domains, coordinating actions, communications, and restoration efforts to minimize customer impact and financial risk.

You’ll collaborate with technology, control groups, and customers, run teleconferences, manage status updates, and ensure quality documentation while driving