Infrastructure Senior Manager
20 hours ago
Citi, a leading global bank, is seeking a highly skilled Infrastructure Senior Manager to join its team. As a key member of the organization, you will be responsible for managing and overseeing the problem management delivery within the organization, focusing on minimizing the impact of recurring IT incidents and problems.
Key Responsibilities:- Lead the team's problem management activities, ensuring processes are followed, and problems are identified, tracked, and resolved efficiently.
- Facilitate and lead in-depth root cause analysis for critical incidents, identifying the underlying causes and long-term corrective actions.
- Develops and cultivates multi-functional / multi-sector partner relationships at all levels of the organization.
- Lead continuous improvement efforts by reviewing problem management processes, recommending enhancements, and implementing best practices.
- Define and monitor key performance indicators (KPIs) related to problem management. Regularly report on trends, root causes, and overall process effectiveness to senior leadership.
- Work proactively to identify potential problems before they result in incidents and develop and implement action plans to prevent them from occurring.
- Broad experience in an IT-related operational support role.
- Fundamental experience with ITIL good practices a plus.
- Operational experience with Service Management / Problem Management is helpful.
- Experience with enterprise level service management tools (e.g., Service Now) preferred.
- Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners.
- Highly organized presentation, negotiation, and customer service skills.
- Creative thinker who challenges the status quo.
- Superlative communication skills.
- Strong analytic/diagnostic skills and attention to detail.
- Bi-Lingual (English / Spanish) skills are a plus.
- Bachelor's degree or equivalent work experience required.
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.
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