North America Head of Problem Management

North America Head of Problem Management – VP

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.

As a Senior Problem Manager you will have a unique opportunity to get exposure to every line of business and service that Citi offers. Everything from Retail / Commercial Banking, Payment Processing, Trade/Security processing, Foreign Exchange (Currency) Platforms, Online/Mobile Channels and others. We are a learning organization, meaning every situation gives us information that we will use to continually evolve our process and tooling. The Service Now service management suite is the tool of choice for all ITIL process disciplines and you will be a custodian and change agent for our Problem Management processes but also how they interact and apply to other ITIL process disciplines. 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.

The ideal individual for this role will have a good blend of technical and soft skills. Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up/down/across a Global enterprise, drives initiatives from inception to closure and has a strong attention to detail / does not give up until the root cause has been eliminated permanently from the environment. Experience in large scale Business/Technology Operations, Service Management / Continual Service Improvement and/or Business/App Support would certainly be an asset but should not discourage anyone with the core skills described here or below from applying. The role requires extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover the underlying causes. Additionally, high levels of skill and confidence are imperative while conducting problem reviews with the business and technical domain experts. This involves taking lead and directing the meeting, keeping focus and attention on key events and details, all while documenting causes and action items throughout.

Key Responsibilities:

• Enterprise incident control experience across several IT disciplines
• The importance of Root cause Identification of problems, Service protection Actions and Remediation
• A fundamental and/or real-world understanding of the Banking / Financial industry with a heavy focus on Markets and Treasury / Trade Services
• A good understanding of a Data Center, Command Center and what comprises of an Application and Infrastructure
• Working knowledge of Retail / Commercial / Digital banking preferred but not required
• Exposure to Six Sigma Quality Methodology and (or) continuous improvement preferred
• Excellent Stakeholder Management skills desired. To be able to manage people at all levels.
• Knowledge and experience working with a wide-range of enterprise technologies including but not limited to Distributed services (UNIX LINUX Windows AS400 etc.) SQL and Oracle database architecture Network infrastructure Telephony infrastructure Mainframe hardware and platforms Middleware Storage cloud-based file sharing Proxy servers web architecture and various virtualization infrastructure.
• Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow

Soft Skills/Abilities

• Ability to perform problem ticket analysis to be able to track repetitive problems which will result in a more proactive vs. reactive functions of the job/team

• Critical Thinking Problem Solving and Deductive Reasoning
• Good Analytical thinking and the ability to think outside the box. Look for cross pollination of holidays
• Leadership – Capacity Capability and Competency (“Leaders inspire other to take action”)
• Commanding presence
• Active and Agile Listening-
• Maintaining a professional demeanor and attitude to “control the chaos”
• Ability and confidence to act decisively and take constructive feedback onboard
• Exercise influence over a wide variety of individuals at all levels of technical & business leadership
• Ability to multi-task and make good judgments in a dynamic and high impact environment.
• Ability to challenge the assumptions and information that does not reflect accurately the situation at hand
• Excellent phone / video presence and verbal / written communication skills
• Strong relationship management and client centric mindset
• Ability to learn develop and execute quickly.

Key Accountabilities:

• Accountable for a 24x7x365 operational team. Work life balance is important to us but there will be times when extra effort will be required to ensure continuity and client experience
• Head North America Problem Management Unit with an accountability to Global Problem Management Head and North America Service Assurance Head
• Ensure Problem Management KRI’s such as RC Identification, Remediation, Limiting Recurrence of Incidents, Proactive Problem Management and ensuring continual service improvement
• Ensure the MIS for CIO council, Monthly Operations Reporting to Senior Mgmt. happens accurately each time every time and on time
• Work with Risk, Compliance and Audit and ensure the “asks” are delivered smoothly
• Ensure Policies & Procedures are adhered to and where required modify, destroy and create a new procedure to be aligned with stakeholder requirements
• Collaborate with local regional and global family of partners to share knowledge of people process and technology.
• Ensure all Major Incidents are communicated in executive technology and business-centric terms
• Identify opportunities for improving our process in the pursuit of being “Faster Better and Cheaper”
• Help establish cultivate and grow nurturing relationships with global business and technology organizations
• Improve technology business unit and organizational knowledge
• Help build close relationships with partner functions like App Dev/Dev Ops Production Support and Process teams (e.g. Problem and Change Management)

Experience:

• 6+ years relevant work experience
• Proven track record in either Operational or Technology Service Quality Management.
• Process Innovator
• Bring to life better practices, procedurese and make these globally applicable
• Experience in Service Delivery or Service Management or Service Assurance or Service Improvement preferred
• Strong formation in running incidents / situations / crisis events in a large complex enterprise environment
• Managed a Problem Management unit
• Broad technical experience – preferably in leadership or a domain expert role in an application support or infrastructure organization
• Experienced interacting with High Touch / VIP customers and service delivery functions
• Demonstrable understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
• Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises

Qualifications:

• University undergraduate BS/BA degree preferred or equivalent work experience

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Grade :All Job Level – All Job FunctionsAll Job Level – All Job Functions – US

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