Senior Problem Manager
3 weeks ago
Citi, a leading global bank, serves over 200 million customers across 160 countries and jurisdictions. Our mission is to create economic value that is systemically responsible and in our clients' best interests. As a bank with a brain and a soul, we strive to deliver excellence through secure, reliable, and efficient services.
Our Technology TeamsOur Operations & Technology teams are at the forefront of innovation, designing and implementing technology solutions that touch every region of the world and every sector that shapes your daily life. We reimagine client and partner experiences to deliver exceptional results.
Our CultureWe foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride.
Job SummaryWe are seeking a Senior Problem Manager to join our team. As a key member of our Operations & Technology team, you will have a unique opportunity to get exposure to every line of business and service that Citi offers. You will be responsible for leading problem reviews, identifying root causes, and developing solutions to complex technical issues.
Key Responsibilities- Lead Problem Reviews of Severity 1, 2, and 3 Major Incidents
- Identify focal points and lead causal analysis investigations to successfully identify the true root causes of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate
- Quickly and efficiently craft cause-and-effect charts for all Severity 1 and 2 issues
- Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner
- Develops and cultivates multi-functional partner relationships at all levels of the organization
- Track problem resolution tasks and document evidence of their completion
- Keep Problem reports (post-mortem reports) current at all times
- Support Problem Management Reporting (Performance Metrics and Customer SLAs)
- Assist the line manager periodically with Audit and Problem governance metrics
- Identify areas of waste and recommend improvements in the form of automation, consolidation, or elimination
- Host Problem Management / Operational Excellence meetings with Application / Business / Development areas to track progress of error resolution tasks
- Develop and lead Service Improvement Programs for chronic incidents
- Drive continuous improvements with technology teams from causal analysis investigation
- 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, BMC Remedy, HP Service Center) preferred
- Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
- Bi-Lingual (English / Spanish) skills are a plus
- Highly organized presentation, negotiation, and customer service skills
- Creative thinker who challenges the status quo
- Strong analytic/diagnostic skills and attention to detail
- Education: Bachelor's degree or equivalent work experience required
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