Senior Problem Manager - VP

About Citi:

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, 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. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure 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. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

As a Senior Problem Manager you 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. 

The ideal individual for this role will have a good blend of technical and soft skills.  Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up/down/across a Global enterprise, drives initiatives from inception to closure and has a strong attention to detail / does not give up until the root cause has been eliminated permanently from the environment.   Experience in large scale Business/Technology Operations, Service Management / Continual Service Improvement and/or Business/App Support would certainly be an asset but should not discourage anyone with the core skills described here or below from applying.   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. This involves taking lead and directing the meeting, keeping focus and attention on key events and details, all while documenting causes and action items throughout. 

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