Problem management is a learning organization and problem manager is a very important role as the objective remains to enable high availability of critical customer services by ensuring no repeat incidents. Any incident that is reported to a regulator will require problem manager to work closely with country compliance and technology support management to arrive at the deliverables to the regulator. The role of a problem manager is to lead causal analysis investigation and build reports for insights to help identify trend of issues and recommend actions to proactively prevent incidents. Problem manager will be responsible for managing and operating an industry based best practice problem management functions working across the product production support group and infrastructure SMEs (Distributed Platform Mainframe Database Network Storage Cloud services and their engineering teams)
Responsibilities:
- Lead Root Cause Analysis investigations to successfully identify root causes of problems in the IT estate
Work with infrastructure and application teams to determine effective long term remediation tasks
Track the completion of problem root cause and error resolution tasksAbility to draw up logical conclusion based on the investigation facts and determine the fault domain through 5-WhysProactively manage defects that have potential to impact across the Citi BusinessProactively identify problem trends and known bugs and work with Development, others streams to provide the solutionTrack Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/weekly/monthly basis) – e.g. problems open, closed, problems with no Post mortems done, problems with no tasks, problems ready for closure etc.Highlight areas requiring focus to senior managementPerform regular Problem Management meetings with Application/Business/Development areas to track progress of error resolution tasksWrite Senior Executive problem reports to a high standardAssist line manager periodically with Audit and Problem governance metricsTrain staff periodically on ITSM tool sets/processes and proceduresBe able to take ownership of ad hoc/scheduled reports.Analyze the areas of improvement in terms of automation and streamlining business reports.Ability to draw up requirements spec and drive reports development either via Citi or vendor resources.Qualifications:
- 8 - 15 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
- Ability to communicate technical concepts to non-technical audience
- Ability to work with virtual and in-person teams, and work under pressure or to a deadline
- Experience in a Financial Services or large complex and/or global environment preferred
- Effective written and verbal communication skills
- Effective analytic/diagnostic skills
Education:
- Bachelor’s/Master's University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.------------------------------------------------------
Job Family Group:
Technology------------------------------------------------------
Job Family:
Infrastructure------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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