Citi Group Senior Problem Manager - VP 

United States, Texas, Irving 

902827550

As a Senior Problem Manageryou will have a unique opportunity to get exposure to every line of business and service that Citi offers.  Everything from Retail / Commercial Banking, Payment Processing, Trade/Security processing, Foreign Exchange (Currency) Platforms, Online/Mobile Channels and others.   We are a learning organization, meaning every situation gives us information that we will use to continually evolve our process and tooling.  The Service Now service management suite is the tool of choice for all ITIL process disciplines and you will be a custodian and change agent for our Problem Management processes but also how they interact and apply to other ITIL process disciplines.

Throughout the process lifecycle, you will be expected to provide clear executive / business focused write-ups to our partners(post-mortem reports). At any moment, a Problem Manager should be able to discuss the details with the infrastructure or business support units and/or provide verbal updates to mid and senior level management.

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 trueroot causesof 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