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Senior L2 Major Problem Manager (C13 / VP)

Irving, TX, USA | Citi Private Bank

  • Industry:
    Financial Services
  • Position Type:
    Full-Time
  • Functions:
    IT / Information Technology
  • Experience:
Job Description:
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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 / multi-sector 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 goodpractices 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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