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VP / Major Incident - Sr Technology Lead Analyst

Job Req ID 21345164 Primary Location Jacksonville, Florida; Tampa, Florida; Buffalo, New York; Irving, Texas; New Castle, Delaware Job Category Corporate Services
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Job Summary:

Citigroup's CoB Program Operation Management within Global Operations & Technology Risk & Control is seeking an experienced Technology Analyst.


The role is to conduct source cause analysis across Sev 1 & 2 Global Major Severity outages / incidents where a Continuity of Business (CoB) Business or Technology Invocation / failover occurs including analysis of those Critical Application outages that fail to invoke. Also will be responsible for supporting as a Service, Externally Hosted technology risk review for CoB.

The candidate will establish the following under the direction of the Program Management Manager.

  • Conduct source / cause analysis of severe system outages and application / system CoB failures, identify issues, ensure the development of corrective action plans and monitor and report through resolution

    • The source / cause analysis of severe system outages involve daily monitoring and internal escalation of incident management alerts, investigation through proactive engagement of Citi’s Technology Infrastructure’s Incident Management Team and product / business technology risk and control teams and application managers

    • Implement and define standard/customized reporting to meet management requirements related to the assigned analysis.

  • Partner with Citi’s Technology Infrastructure and Citi’s Enterprise Architecture & Technology Engineering to assess, monitor and mitigate (as necessary) all Single Point of Failure (SPOF) instances identified in partnership with Sector CoB Technology teams.

  • Review of the application CoB and resiliency risk assessments aimed to ensure efficacy of the CoB design. This includes, but is not limited to the following areas of assessment:

    • Resiliency levels for hot/hot applications (internal / External)

    • Primary site production failover capability

    • Alternate site CoB failover capability (including gaps between the Prod and CoB environments)

    • Key dependencies (critical services, internal, external, etc.)

    • System architecture diagrams

  • Key projects to be reviewed with focus on emerging technologies (e.g., hybrid cloud, block chain, API/MicroServices, Digital) that impact our IT and Business recovery and testing strategies.

  • Targeted Franchise Critical Applications & Processes required for review

  • Provide in-depth analysis with interpretive thinking and develop conclusive problem descriptions.

  • Influencing strategic functional decisions through advice or recommendations that directly impact the business.

  • Identify Source / Cause process improvement opportunities; model and analyze impact of future state design and align with end-state strategy

  • Build relationships with business leads and cross-functional team members

  • Provide required deliverable updates, reviews and communications in timely manner


  • 6-10 years or relevant experience in Third Party oversight, risk and/or relationship management. Knowledge of Citi business operations.

  • Confirmation of application recovery capabilities (technology recovery times, database recovery points, application data storage capacity, application processing capacity, application functionality)

  • Knowledge of incident & Problem management, infrastructure, configurations, Technology & Disaster Recovery

  • Strong understanding of software development, network design, or architecture design

  • Perform routine updates on project plans, status and issues / risks in coordination with project team

  • Assist in the development of metrics to monitor operational resilience and readiness and prepare reporting to key stakeholders

  • Actively participate in initiatives to enhance and define new operating performance and risk metrics along with KPIs and KRIs

  • Bachelor’s Degree required; Master’s Degree preferred; or equivalent work experience

  • Minimum 6-10 years’ experience in IT Risk Management, Technology Disaster Recovery, Service Level Availability Management and/or Vendor Management in the global financial services industry

  • Excellent strong analytical skills with attention to detail, ability to multi-task

  • Track record of interfacing with, and presenting results to, a Project Management Office (PMO) and Senior Management

  • Proficient in using SharePoint & Microsoft Office products (Outlook, Excel, PowerPoint)

  • Proven ability to work independently and effectively in a complex environment with multi-location team structure

  • Possesses a comprehensive understanding of how own area and others collectively integrate to contribute towards achieving business objectives

  • Strong facilitation, partnering, and relationship management skills

  • Excellent written and verbal communication skills

  • Program / Project Management skills

  • Ability to manage projects, expectations and maintain key relationships.

  • Familiarity with the emerging regulatory environment as it relates to Third Party risk management.

  • Advanced project management, data analysis and reporting ability; with a good understanding of supporting technologies (applications, reporting tools, and data presentation).

  • Excellent verbal and written communication skills.

  • Bachelor’s/University degree, Master’s degree preferred


Job Family Group:

Corporate Services


Job Family:

COB & Crisis Management


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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