Senior IT Operations Lead

hace 3 días


San Francisco, Heredia, Costa Rica Citi A tiempo completo
About the Role

The Senior IT Operations Lead - Infrastructure Optimization will play a critical role in ensuring the stability and reliability of Citi's technology infrastructure. This individual will be responsible for leading problem reviews, gathering process flows, and conducting causal analysis investigations to identify root causes of problems.

Key Responsibilities
  • Lead Problem Reviews of Severity 3 incidents, with occasional involvement in Severity 2 and 1 Major Incidents;
  • Gather process flows and research the infrastructure prior to investigation commencement;
  • Identify focal points and lead causal analysis investigations to successfully identify causes of problems impacting Citi Technology Infrastructure Operations and Technology IT estate;
  • Ensure high-quality reports (RCAs, Post-Mortem Reports) are created and delivered in a timely manner;
  • Track problem resolution tasks and document evidence of completion;
  • Maintain current problem reports (post-mortem reports);
  • Implement global proactive remediation strategies;
  • Suggest areas for automation and streamlining business processes;
  • Facilitate regular Problem Management meetings with Application / Business / Development areas to track error resolution progress;
  • Identify and manage Service Improvement Programs for chronic incidents;
  • Drive continuous improvements with technology teams from causal analysis investigations;
Requirements
  • At least 3 years of experience in an IT-related operational support role;
  • Knowledge of Service Management / Problem Management is desirable, with ITIL certification a plus;
  • ServiceNow experience is advantageous;
  • Proficiency in Spanish and English (written and spoken) is required;
  • Able to produce high-quality problem reports;
  • Broad technical experience is an advantage;
  • Strong analytical/diagnostic skills and attention to detail are essential;
  • Confident communication at all levels is necessary;
  • Innovative thinking, challenging the status quo is expected;
  • Bachelor's degree or equivalent work experience is required;
Citi Overview

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.



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