Senior Problem Manager

4 weeks ago


Irving, Texas, United States Hispanic Technology Executive Council Full time
About Citi:

Citi is a leading global bank with approximately 200 million customer accounts and operations in over 160 countries and jurisdictions. We provide 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 brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. Our Operations & Technology teams are charged with a mission that rivals any large tech company, delivering secure, reliable, and efficient services to our clients.

We foster an environment where the best people want to work, valuing and demanding respect for others, promoting individuals based on merit, and ensuring 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.

We are a learning organization, continually evolving our process and tooling based on every situation. Our Service Now service management suite is the tool of choice for all ITIL process disciplines, and we are seeking a Problem Management professional to be a custodian and change agent for our processes.

The ideal individual for this role will have a good blend of technical and soft skills, with experience in large-scale Business/Technology Operations, Service Management/Continual Service Improvement, and/or Business/App Support. They will be dynamic, have strong deductive reasoning capabilities, and be able to communicate up/down/across a Global enterprise.

The role requires extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover the underlying causes. Additionally, high levels of skill and confidence are imperative while conducting problem reviews with the business and technical domain experts.

Key Responsibilities:
Lead Problem Reviews of Severity 1, 2, and 3 Major Incidents
Identify focal points then 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

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, 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



  • Irving, Texas, United States Hispanic Technology Executive Council Full time

    About Hispanic Technology Executive Council:Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate...


  • Irving, Texas, United States Citigroup Inc Full time

    Job Title: Senior Infrastructure ManagerCitigroup Inc is seeking a highly skilled Senior Infrastructure Manager to join our team. As a Senior Infrastructure Manager, 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...


  • Irving, Texas, United States KAI Design Full time

    Job Title: Senior Project ManagerAt KAI Design, we are seeking a highly skilled Senior Project Manager to join our team. As a key member of our project management team, you will be responsible for leading and managing multiple construction projects from inception to completion.Key Responsibilities:Lead and manage project teams to ensure successful project...


  • Irving, Texas, United States Hispanic Technology Executive Council Full time

    Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions.Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage,...


  • Irving, Texas, United States Photon Full time

    Job Title: Senior Technical Program ManagerJob Summary:Photon is seeking a highly skilled Senior Technical Program Manager to lead the planning, execution, and delivery of projects across multiple teams. As a Senior Technical Program Manager, you will break down complex goals into manageable milestones, write functional specifications, create system design,...


  • Irving, Texas, United States The Contingent Plan Full time

    Job Title: Senior IT Project ManagerJob Summary:The Contingent Plan is seeking an experienced Senior IT Project Manager to lead the implementation of IT projects for a healthcare system client in Texas. This is a temporary assignment expected to last 3 months. The role is onsite, and we are only considering local candidates at this time. Key...


  • Irving, Texas, United States Giltner Logistics Full time

    Job Position:Senior Account ManagerLocation:Irving, TexasEmployment Type:Full-timeBenefits:Benefits include medical, dental, vision, paid time off, and a 401KBusiness:Freight Brokerage CompanyAs a Senior Account Manager, you will play a key role in maintaining and growing positive client relationships by coordinating daily shipment requests through phone and...


  • Irving, Texas, United States APN Software Services Inc Full time

    Job DescriptionJob Summary:We are seeking a highly skilled Senior Project Manager to join our team at APN Software Services Inc. The ideal candidate will have a strong background in project management, excellent analytical and problem-solving skills, and the ability to work effectively in a team environment.Key Responsibilities:Manage and support project...


  • Irving, Texas, United States Your Tailor Made Senior Service Full time

    Job OverviewYour Tailor Made Senior Service is seeking a dedicated and compassionate Registered Nurse to provide high-quality home health care to our patients in Arlington and surrounding areas.Key Responsibilities:Deliver comprehensive nursing care to patients in their homes, as prescribed by physicians and in accordance with agency policies and...


  • Irving, Texas, United States Senior Helpers - Irving, TX Full time

    Job DescriptionSenior Helpers is seeking a compassionate and caring individual to join our team as a caregiver. As a caregiver, you will have the opportunity to make a meaningful difference in the lives of seniors by providing exceptional care and support in their own homes.Our caregivers work with seniors who require assistance with daily living activities,...


  • Irving, Texas, United States Matheson Tri-Gas Full time

    Job SummaryMatheson Tri-Gas is seeking a Senior Product Manager to oversee the development and management of our semiconductor specialty gas product lines. This role involves collaborating with cross-functional teams to drive product innovation, market research, product pricing, and go-to-market strategies.Key ResponsibilitiesDevelop and execute product...


  • Irving, Texas, United States Vizient Full time

    We are seeking a highly skilled Senior Audit Compliance Manager to lead our Audit Compliance team in providing independent assessments on governance, risk management, and control processes for the organization.The ideal candidate will have a strong understanding of financial, operational, and technology processes and application systems, as well as advanced...


  • Irving, Texas, United States KAI Design Full time

    Job OverviewWe are seeking a highly skilled Senior Project Manager to join our team at KAI Design. As a key member of our design and engineering team, you will be responsible for leading projects from conception to completion, ensuring timely delivery, and exceeding client expectations.Key Responsibilities:Manage project scope, schedule, and budget to ensure...


  • Irving, Texas, United States KAI Design Full time

    Job DescriptionAs a Senior Project Manager at KAI, you will be responsible for leading complex construction projects from inception to completion. Your primary focus will be on ensuring timely delivery, quality, and budget adherence.Key Responsibilities:Develop and implement project plans, including schedules, budgets, and resource allocation.Coordinate with...

  • Senior Claims Manager

    4 weeks ago


    Irving, Texas, United States Sedgwick Full time

    Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions.Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business...


  • Irving, Texas, United States Heidelberg Materials Full time

    The Role and the CompanyWe're Heidelberg Materials, a leading supplier of cement, aggregates, ready-mixed concrete, asphalt, and related construction materials. Our products build cities and towns, including stadiums that hold thousands of fans, and bridges that support millions of vehicles. We have nearly 9,000 employees across 450 locations in the U.S. and...


  • Irving, Texas, United States Citigroup Inc Full time

    Job Title: Senior Java Developer for Risk Management SystemsJob Summary:We are seeking a highly skilled Senior Java Developer to join our team in Irving, Texas. As a Senior Java Developer, you will be responsible for designing and developing robust, efficient, and scalable micro-services to build functional components that support Risk Management...


  • Irving, Texas, United States Citigroup, Inc. Full time

    About the Role:Citigroup, Inc. is seeking a highly skilled Senior Systems Management Specialist to join our team. As a key member of our Operations & Technology group, you will be responsible for ensuring the health and stability of our systems management infrastructure. This includes expert support, technology modernization, and resolving complex issues...


  • Irving, Texas, United States Diverse Lynx Full time

    Job DescriptionRole:Technical Project ManagerAs a seasoned IT professional with 12+ years of experience, you will lead and manage cross-functional Agile Scrum teams that are co-located or distributed. Your expertise in project management and Scrum Master experience will drive solutions and ensure successful project delivery.3+ years of project management or...


  • Irving, Texas, United States Citigroup Full time

    Job SummaryAs a Senior Technology Manager at Citigroup, you will be responsible for managing multiple teams of technology professionals to deliver large-scale technology solutions. This role requires strategic influence and control over resources, budget management, and planning while monitoring end results.Key ResponsibilitiesManage multiple teams of...