Major Incident Manager (EMEA)

Citigroup Inc.; Warszawa; Hybrid; PLN 80,000 - 150,000; Full time

Job summary

An established industry player is seeking a Major Incident Manager to lead critical incident management processes. This role offers a unique opportunity to minimize service restoration time and enhance communication with stakeholders. You will be part of a dynamic 24x7 operational team, ensuring that major incidents are handled efficiently while contributing to continuous service improvement. The position comes with a hybrid working model, competitive salary, and a range of benefits, including private medical care, life insurance, and opportunities for professional growth. Join this forward-thinking company to make a significant impact in a collaborative environment.

Benefits

Private Medical Care Program

Life Insurance Program

Pension Plan Contribution

Employee Assistance Program

Paid Parental Leave Program

Sport Card

Holidays Allowance

Sport and Team Recreation Activities

Learning and Development Resources

Annual Performance Related Bonus

Qualifications

• 2+ years of experience in major incident management or service management.
• Knowledge of incident management best practices and continuous service improvement.

Responsibilities

• Lead and manage high severity major incidents in a time-critical environment.
• Ensure effective communication of major incidents in executive terms.

Skills

Incident Management

Stakeholder Management

Communication Skills

Analytical Skills

Problem-Solving

Education

Relevant Educational Background

ITIL Certification

Tools

Service Now

MS Excel

PowerBI

Tableau

Job description

Team/Role Overview

The position of Major Incident Manager will grant you a superb career opportunity by owning and driving the activities related to the Major Incident Management process for Citi’s franchise critical applications and business services. You will collaborate directly with our business and client facing partners through your leading, commanding, and controlling major incidents where financial, reputational, and/or legal/regulatory impact to Citi exists.

What you’ll do

• Providing EMEA shift coverage in a 24x7x365 operational team.
• Extensive experience leading and managing high severity major incidents in a time critical environment.
• End to End ownership of major incidents with aim to minimize the time to restore the services. Ensure all Major Incidents are communicated in executive technology and business-centric terms within the defined metrics.
• Excellent verbal and written communication skills with the ability to analyze, articulate and present complex issues clearly and concisely.
• Knowledge of incident management best practices as part of continuous service improvement to improve and enhance the process.
• Experience in using service management toolsets like Service Now or SaaS to log and manage incidents.

What we’ll need from you

• A minimum of 2 years of experience in major incident Management or service management functions.
• A relevant educational background and certifications like ITIL combined with practical best practice process experience.
• Fluent in English. Proficiency in Spanish is a plus but not mandatory.
• A highly motivated self-driven approach with a positive can-do attitude, with the ability to keep a perspective on the bigger picture and necessary details to ensure continuous improvements.
• Stakeholder management skills on several organizational levels including peers, business users, service owners, and executives.
• Intermediate knowledge of MS Excel, PowerBI, Tableau is a plus.

What we can offer you

By joining Citi Solutions Center Poland, 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 such as:

• Private Medical Care Program
• Life Insurance Program
• Pension Plan contribution (PPE Program)
• Employee Assistance Program
• Paid Parental Leave Program (maternity and paternity leave)
• Sport Card
• Holidays Allowance
• Sport and team recreation activities
• Special offers and discounts for employees
• Access to an array of learning and development resources
• A discretional annual performance related bonus
• A chance to make a difference with various affinity networks and charity initiatives.

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 energized 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.