Business Command Center Major and Cyber Incident Region Lead (SVP)

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Engineer the future of global finance. At Citi, our Tech team doesn’t just support finance – we are helping to redefine it. Every day, $5 trillion crosses through our network. We do business in 180+ countries operating at a scale few can match. From deploying advanced AI to helping shape global markets, we build systems that matter. Look to join a team where your work helps influence economies, your ideas can drive innovation and outcomes, and your growth is backed by mentorship, continuous learning and flexibility with potential hybrid work opportunities. Help solve real-world challenges that touch millions and get the opportunity to build the future of finance with Citi Tech.

The Business Command Center (BCC) is a critical function supporting Citi's Services business globally. The BCC provides centralized command and control for Major Incident, Cyber Event, and Operational Risk Event support, ensuring continuous improvement in the quality of our service offerings. The team enhances business, operational, and support processes by driving transparency, consistent severity and impact assessment, rapid resource engagement, appropriate escalation, and timely communication during service disruptions.

The Business Command Center Senior Vice President, serves as the EMEA regional lead for Services Major Incident Management and Cyber Response, accountable for overseeing complex, critical, and large-scale professional disciplinary areas. This pivotal role leads and directs multiple teams of professionals, requiring a comprehensive understanding of cross-functional interactions and the profound business impact of technical contributions. The Manager holds full accountability for departmental outcomes, exercising strategic control over resources, policy formulation, and short-to-medium-term planning. Exceptional senior-level communication and negotiation skills are paramount, encompassing full responsibility for people management, including performance evaluation, compensation, hiring, and budget approval.

Responsibilities

• Proven Leadership Experience: Extensive experience in the financial services industry, with a focus on cash management, transactional banking, and trade operations.

• Stakeholder Management and Senior Leadership: Demonstrated expertise in managing executive-level communications and fostering alignment among diverse stakeholder groups and senior leadership
• 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.

• 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.

• Rapid Remediation & Escalation: Drive rapid engagement of key remediation resources and subject matter experts across functional groups to proactively avoid or minimize client-visible service disruptions. Ensure timely and effective escalation to key decision-makers and senior management.

• Severity Assessment & Communication: Establish and enforce consistent severity assessment across all regions and lines of business throughout the incident lifecycle, leveraging client impact and franchise risk criteria. Oversee the timely publication of content-rich incident status updates tailored for client-facing Service teams and regulatory-facing Product Management teams.

• Strategic Incident Preparedness: Coordinate proactive virtual war rooms for significant planned releases or anticipated market events to ensure preparedness and swift response.

• Enhanced Escalation Frameworks: Develop, implement, and manage enhanced client escalation models for key platinum clients, as well as robust internal escalation models for critical internal flows, such as Genesis Liquidity reporting.

• Cyber Event Coordination: Coordinate and manage cyber event response and communication for all SMBF Lines of Business globally.

• Near Miss Oversight: Provide oversight for the early capture of all technology-caused Near Miss events across Services and Markets. Collaborate with Technology Risk, Production Management, and Business teams to accurately assess the Near Miss Tier Rating and escalate findings to senior management.

• Team Leadership & Performance: Manage the performance and development of direct reports and subordinate teams, fostering a high-performance culture aligned with organizational objectives.

• 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 withAI Prompt Engineering with an ability to create process and tooling solutions.

Qualifications

• Proven track record of leadership in relevant domains Incident management, cyber response, or a related field.

• Demonstrated experience in senior stakeholder management, including effective negotiation and influencing at executive levels.

• Proven track record in project management with demonstrable results in improving IT services and operational resilience.

• Exceptional leadership capabilities with a focus on team development and performance management.

• Superior written and verbal communication skills, consistently demonstrating clarity, conciseness, and the ability to tailor communication appropriately for diverse technical and non-technical audiences.

• Strong ability to plan, organize, and prioritize workload effectively in a fast-paced, high-pressure environment.

Education

• Bachelor’s/University degree required.

• Master’s degree in a relevant field preferred.

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Primary Location Full Time Salary Range:

€119,760.00 - €179,640.00

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

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This job opening is for an existing job vacancy.

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