Senior Infrastructure Manager

4 days ago

Irving, Texas, United States Hispanic Technology Executive Council Full time
Job Description:

Citi, a leading global bank, has approximately 200 million customer accounts and operates in over 160 countries and jurisdictions.

The bank provides a wide range of financial products and services to consumers, corporations, governments, and institutions, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a strong commitment to innovation and customer satisfaction, Citi's Operations & Technology teams are responsible for designing and implementing technology solutions that support the bank's business objectives.

The IT Problem Management team plays a critical role in ensuring the reliability and performance of Citi's technology infrastructure.

The team is responsible for identifying and resolving complex technical issues, collaborating with cross-functional teams to implement permanent fixes, and continuously improving the problem management process.

The ideal candidate will have a strong background in IT operations, problem management, and service management, with experience working with enterprise-level service management tools.

The candidate should possess excellent communication and interpersonal skills, with the ability to work effectively with senior business and technology partners.

The role requires a high degree of analytical and diagnostic skills, with the ability to identify root causes and develop effective solutions.

The successful candidate will be responsible for leading the team's problem management activities, facilitating root cause analysis, and collaborating with stakeholders to implement permanent fixes.

The role also involves developing and implementing action plans to prevent problems from occurring, and monitoring key performance indicators to measure the effectiveness of the problem management process.

The ideal candidate will have a strong commitment to delivering high-quality results, with a focus on customer satisfaction and continuous improvement.

The role offers a unique opportunity to work with a global team, with exposure to a wide range of business and technology areas.

The successful candidate will be responsible for providing clear and concise communication to stakeholders, including executive-level reports and presentations.

The role requires a high degree of flexibility and adaptability, with the ability to work effectively in a fast-paced and dynamic environment.

The ideal candidate will have a strong background in IT service management, with experience working with ITIL good practices and enterprise-level service management tools.

The candidate should possess excellent analytical and diagnostic skills, with the ability to identify root causes and develop effective solutions.

The role involves working closely with cross-functional teams, including incident management, change management, and other IT functions.

The successful candidate will be responsible for developing and implementing action plans to prevent problems from occurring, and monitoring key performance indicators to measure the effectiveness of the problem management process.

The ideal candidate will have a strong commitment to delivering high-quality results, with a focus on customer satisfaction and continuous improvement.

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.
  • Develop and cultivate 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.
Qualifications:
  • 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.
Education:

Bachelor's degree or equivalent work experience required.

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