Job Description

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Enterprise Business Incident Management - Second Shift - 3 PM to Midnight EST

The Business Incident Management team (BIM) leads all aspects of incident management across the organization for business-related events. This is inclusive of cyber, privacy, 3rd party, weather, social/political unrest, employee safety, disaster/recovery and anything that raises concern for regulatory commitments or impacting Citizen\'s bank reputation by spearheading teleconferences among designated business leaders. Effective and robust incident management delivery is critical to reducing the risks, minimizing impact on Customer Service, minimizing reputational impacts and controlling financial losses when the organization is impacted by a non-technical incident/event.

Reporting to the Manager of Business Incident Management, the Principal Business Incident Management Specialist will work within a team and will have the following primary responsibilities: * Manage/Lead higher criticality business incidents and issues including the chairing and facilitation of Business Control Groups with a wide range of senior business stakeholders to agree and drive actions in support of incident mitigation and resolution.

• Manage/Lead business considerations associated with a technical outage including the chairing and facilitation of Business Control Groups with a wide range of senior business stakeholders to agree and drive actions in support of incident mitigation and resolution.
• Facilitate and/or manage teleconferences to drive to service restoration partnering control group participants, business customers and engage IT areas as needed. Provide ongoing status of progress.
• Documentation of incident records to meet all quality requirements
• Governance - examination of incidents for data quality and process conformance
• Drive post incident activity to mitigate repeat incidents and identify learning/improvement opportunities to enhance the customer and internal business partner experience.

Duties:

• Fully learn/understand the Incident Management policies, process and procedures and runbooks
• Vetting initial report of an incident for business impact through intake methods used by our EIM process
• Respond to engagement needs based on reach out and/or incident ticket
• Build strong relationships with Control groups areas, understanding the role they play, participants and expectations
• Maintain and enhance key stakeholder relationships to ensure that there is representation from all business areas across all levels of the business incident management structure for Citizens.
• Facilitate/partner and support teleconferences to drive service restoration
• Ascertain impact to bank\'s meeting regulatory requirements and ensure control group decisioning is timely
• Ensure incidents are managed at the appropriate level, all incidents are escalated to leadership appropriately, and all incidents are assessed for the appropriate criticality
• Decision authority to pursue emergency change during active event
• Advocate for continuous operational improvement
• Provide 7x24x365 on-call support as point of escalation on a rotational basis
• Perform auxiliary tasks to assist teammates in teleconference facilitation - obtaining resources, tracking timeline, creating and publishing business decisions and action items.
• Support ad-hoc requests from Management
• Manage any post-restoration activities
• Support any heightened awareness periods/activity
• Maintain any administration documentation - distribution lists, Everbridge lists, etc.

Candidate Skills Profile:

• Ability to maintain a high level of professionalism, excellent work ethic and personal accountability
• Strong facilitation and influencing skills
• Ability to communicate at all levels
• Shows courage and integrity when making tough decisions
• High energy, innovative individual who is motivated by challenging assignments
• Previous experience in Banking institution
• ITIL Foundation Certification - strong knowledge of ITIL Service Management-Service Support
• Self-motivation to reach and exceed goals
• Ability to adjust and succeed in a rapidly changing environment
• Must be able to convey effective, timely and accurate information through written and oral communication
• Candidate should possess initiative, assertiveness and a drive for results
• Ability to balance multiple competing priorities
• Strong customer service skills and a \xe2\x80\x9ccan do\xe2\x80\x9d attitude

Pay Transparency

The salary range for this position is $ 114,800- $ 172,200, plus an opportunity to earn an annual discretionary bonus Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. \xe2\x80\x8b

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens\' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit .

About Us:

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague\'s or a dependent\'s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Citizens Bank