Details: Office Location / Address: TX-IRVING (LAS COLINAS) 6460 Las Colinas Blvd IRVING TX 75039 USA - 15369 Education Level: Bachelor's Degree Shift: Day Job Employee Status: Regular Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com. Business Overview:IT Service Assurance (ITSA) strategy improves the business of IT by building a world-class infrastructure organization that delivers high quality, customer-centric services that Citi requires in order to achieve consistent and efficient run management across the enterprise.Service quality is an engineered outcome, achieved through a systematic approach of improving the maturity of our service management practices. ITSA will drive that maturity through the following capabilities:Developing knowledge on the running of a service under normal and fault conditions, embodied through on-line playbooks and aggressive automation.Measuring service risk, reported and managed through inspection of service characteristics using a standard risk assessment framework.Routine testing of resilience for critical services and core infrastructure services based on a formal analysis of fault-domains and the impact of failure.Problem analysis leading to structured service improvement programs measured against targeted reductions in incident volume and service risk score.Using robust and granular service performance metrics aligned to individual accountabilities and targets, assessing performance and driving improvement.Position Description:Problem Management is the process used to ensure the timely resolution of technology problems, the communication of their impact and the establishment of clear source causes to eliminate the possibility of recurrence. An effective problem management process improves service delivery and performance by minimizing the disruption caused by technology problemsThe Problem Management Head will have overall responsibility for managing the full Problem Management lifecycle from live Incident, to post-incident investigation to tracking and management of the permanent remediation and knowledge retention associated with identified systemic/trend patterns. This individual will also be responsible for innovating and changing the way the process is executed in production to drive Productivity/Efficiency and Expense Reduction opportunities globally.Primary Responsibilities:These responsibilities include, but are not limited toOverseeing the Problem Management team and driving timely execution of deliverables associated with the function (e.g., Major Problem Reviews, Root Cause Analysis, Stabilization Initiatives, Re-Engineering, etc.)Implementing a globalized approach including follow-the-sun capabilityImplementing a dedicated Problem Management function( including the design, build-out, staffing and BAU management of the center)Implementing a Center of Excellence (COE) model to provide tiered support and dedicated roles/responsibilitiesWork within the construct of the broader ITSA organization to improve cross-process consistency and interaction model (e.g., Incident, Problem, Change, Deployment, etc.)Implementing a globally consistent Problem Management process leveraging industry best practicesManaging all deliverables for the team to ensure: conformance to standardsconsistency across regionsManaging weekly status reporting to the ITSA Leadership teamMeeting with cross-functional groups to secure the support necessary to execute workstream deliverables.Reviewing all Project Plans and Action Item Logs for projects within the Global Program to verify accurate tracking.Documenting and mitigating all Issues/Risks.Managing identified dependencies with other workstreams in the Global Program.Working with the global Senior Management Team to obtain necessary resources and prioritization for project deliverables in each region.Participating in project review meetings for projects within the Global Program.Coaching and mentoring direct reports within the Problem Management function
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