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
Collaborate with Global support and product teams for service stability and improvement initiatives
Work with infrastructure and application teams to determine effective long term remediation tasks
Track the completion of problem root cause and error resolution tasks
Ability to draw up logical conclusion based on the investigation facts and determine the fault domain through 5-Whys
Proactively manage defects that have potential to impact across the Citi Business
Proactively identify problem trends and themes and work with Production support, Infrastructure, Development, others streams to provide the solution
Track 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 management
Perform regular Problem Management meetings with Application/Business/Development areas to track progress of error resolution tasks
Write Senior Executive problem reports to a high standard
Assist line manager periodically with Audit and Problem governance metrics
Train staff periodically on ITSM tool sets/processes and procedures
Be 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.
#LI-Hybrid
Job Family Group: Technology
Job Family: Infrastructure
Time Type: Full time
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