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Senior L2 Major Problem Manager (C13 / VP)

Company: Citigroup
Location: Irving
Posted on: May 14, 2020

Job Description:

Lead Problem Reviews of Severity 1, 2 and 3 Major IncidentsIdentify 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 estateQuickly 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 mannerDevelops and cultivates multi-functional / multi-sector partner relationships at all levels of the organizationTrack problem resolution tasks and document evidence of their completion.Keep Problem reports (post-mortem reports) current at all timesSupport Problem Management Reporting (Performance Metrics and Customer SLAs)Assist the line manager periodically with Audit and Problem governance metricsIdentify areas of waste and recommend improvements in the form of automation, consolidation or eliminationHost Problem Management / Operational Excellence meetings with Application / Business / Development areas to track progress of error resolution tasksDevelop and lead Service Improvement Programs for chronic incidentsDrive continuous improvements with technology teams from causal analysis investigationQualifications:Broad experience in an IT - related operational support roleFundamental experience with ITIL good-- practices a plusOperational experience with Service Management / Problem Management is helpfulExperience with enterprise level service management tools (e.g., Service Now, BMC Remedy, HP Service Center) preferredHighly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partnersBi-Lingual (English / Spanish) skills are a plusHighly organized presentation, negotiation and customer service skillsCreative thinker who challenges the status quoStrong analytic/diagnostic skills and attention to detailEducation:Bachelors degree or equivalent work experience required

Keywords: Citigroup, Irving , Senior L2 Major Problem Manager (C13 / VP), Executive , Irving, Texas

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