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Production Operations Service Management - Multi Process Specialist
Background & Description: Citi is the world leader in the financial services sector with 250,000 employees, handling over 200+ million customer accounts while operating in over 190 countries with 16,000+ offices worldwide. Are you someone who possesses strong deductive reasoning and analytical skills? Are you accustomed to working in an environment inspired by high standards for service and platform delivery? Do you have a superb communication and interaction skills with the ability and desire to work with other talented individuals having diverse skills and experience? If so, then a "Multi Process Specialist" role at Citi might be just what you're looking for. This opportunity resides within our Production Operations - Service Assurance organization, and focuses on ensuring the safety and soundness of the technology and business services provided to our Global Consumer and Institutional Clients lines of business. We are a global, enterprise level organization who provide multi-functional support for multiple ITIL based processes including Incident, Problem and Change. Our clients rely on us to ensure our infrastructure, application and other IT services are performing as expected. We are an equal opportunity employer and value diversity at our company. Is it your desire to be part of a premier group of technology specialists that can make the difference within Citi? As a Multi Process Specialist, you have a unique opportunity to provide multi-functional support to Incident, Problem and Change which requires us to handle all aspects of the engagement with the clients and collaborate with Production Operations internal team members / partners to help deliver solutions. You will work closely with Project Managers, Strategic Sponsors and Production Support to facilitate decisions necessary for project delivery and daily operations. 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 solid attention to detail / does not give up until a solution is identified. 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. Additionally, high levels of skill and confidence are imperative while conducting conversations with business and technical domain expert. This involves taking lead and directing meetings, keeping focus and attention on key events and details. Some of your key responsibilities include the following: Represent Production Operations in critical technology events, participate and facilitate to complete the event. Facilitate walk through sessions with the Production Operations to ensure the critical heat map are understood prior to the change activities in ensuring the task are being executed efficiently. The value proposition is to support Production Operations in building an environment for precise execution and integrate the values of different wings of service assurance (Incident, Problem, Change) to help in achieve better customer experience. Identify, monitor and report daily operational issues and incidents, and follow up on the findings identified. Involve in matters that require predictive prevention of incidents through correlation of root cause trends and critical events plan. Facilitate the meetings with Production Support for further review on the recommendations and opportunities for improvement. Build credibility and maintain communication with partners at multiple levels. Align Production Operations objectives with business Must-Win-Battles and goals by using a dedicated approach, such as establish (Batch) Stability Programs to meet the target success rate. Demonstrate business insight, cultural knowledge and skills to guide various Production Operations teams and provide excellent customer services. Handle all work streams to ensure work you're doing are aligned to the overall objectives of the project. Anticipate technical and scheduling bottlenecks, provide critical issue management, anticipate and make trade-offs, and balance the business needs versus technical/operational constraints. The ideal associate for our agile team of Multi Process Specialist require these qualifications:
Broad experience in an IT related operational support role
Creative thinker who challenges the status quo
Ability and confidence to act with decisiveness on critical decisions
Ability to multi-task and make good judgments in a dynamic, high stress environment
Excellent telephone, strong verbal and written communication skills
Ability to challenge information if the response does not fit the situation
ITIL Certifications with equivalent work experience required
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - SG Time Type :Full time Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity. Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity CLICK HERE . To view the "EEO is the Law" poster CLICK HERE . To view the EEO is the Law Supplement CLICK HERE . To view the EEO Policy Statement CLICK HERE . To view the Pay Transparency Posting CLICK HERE .