Senior Problem Manager
4 weeks ago
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
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