IT Major Problem Manager

hace 1 semana

Heredia, Costa Rica Citi A tiempo completo

The Infrastructure Senior Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

**Responsibilities**:

- Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
- Drive Root Cause Analysis (RCA) post restoration of service
- Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
- Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
- Provide technical/strategic direction and act as advisor/coach to lower level analysts
- Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
- Contribute to technical direction and strategic decisions
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.

**Qualifications**:

- 5-8 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/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.

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 strives to get to the bottom of any situation? Are you someone who is not comfortable with unknowns? Do you have an innately investigative and analytical mindset? If so, then we need someone like You here in Citi’s global Problem Management. We are an enterprise focused organization responsible for risk mitigation analysis and remediation tracking. We seek to reduce opportunity for reoccurrence and prevent similar events in the future. You would join an elite group of investigators who come in after the fire to triage the series of events that transpired and lead solutions to complex issues from inception to delivery. Much in the same way that the results from real Fire investigators have yielded advances like active/passive sprinklers, multiple ingress/egress points, centralized alerting / response, etc. development / implementation to complex issues. But you would not only be reactive following an incident, you would also seek to prevent new issues from occurring through comprehensive data analysis and review.

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.

**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
- Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner
- Develop and cultivate 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

**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
- Fully Bi-Lingual (English / Spanish) required, Portuguese is a plus
- Highly organized presentation, negotiation and customer service skills
- Creative thinker who challenges the status quo
- S

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