It Problem Manager

hace 8 horas

Heredia, Costa Rica Citi A tiempo completo

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
- Strong analytic/diagnostic skills and attention to detail
- Bachelor's degree or equivalent work experience required
- **Job Family Group**:
Technology
- **Job Family**:
Infrastructure
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
View the "**EEO is the Law**" poster.
View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting

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