AVP Problem Management

Job Description

*Problem ManagerBackground and Description:

• 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
• We provide equal opportunity to gender diversity and are focused on merit based performance
• Are you someone who possess good analytical skills, have an eye for detail Are you accustomed to working in an environment passionate about high standards for service and system delivery Do you have an excellent written and oral communication skills and are you a person with good interpersonal skills and has the ability to work within a diverse team
• If so, then we need someone like You here in Citi s global Problem Management. We are an enterprise focused organization responsible for maintaining the overall quality of our systems and ensuring minimal disruption to the services provided to our clients. You would join a premier group of problem management officers
• You should have beginner to intermediate Microsoft Office tools, as well as experience using the ServiceNow application as all three of these tools are highly important to the overall execution of the job function
• Self-initiative is a key component to success within this job function and a dream for independent development and strategic career growth is needed
• The impact of not filling this position would be the delay or loss of the operational support services listed above. You will not only ensure that operational improvements can occur in an efficient manner but will also impact the management of processes. With these key components of the role, and metrics associated with both the processes this team works with, as well as the global initiatives this team endeavors to complete.

, *Responsibilities:

• We Craft and support weekly metrics, reports for management reviews and presentations
• Craft slides as needed for management presentation decks
• Provide problem, project tracking, informational analysis, and administrative support to the team where required
• Collaborate with partners to improvise integrated reporting and dashboard tools that enables effective management and decision-making
• Provide Command Center Service Now support to management through the creation and partner concern of targeted tickets
• Build custom reports and data collections across multiple platforms and services
• Data handling within custom database and generate reports as required
• Support Incident, Change and Problem management teams as required for projects and initiatives
• Maintains effective working relationships with IT and other key partners
• Social support between multiple Service Assurance teams for tracking and project overviews
• Ensure readiness for all Compliance requirements and Audit and Regulatory reviews, and compliance to Citi Information Technology Management (CITM) Policy and Standards
• Perform ad-hoc jobs and work as necessary
• Education and Training: Bachelor s degree in Business, Computer Science, or related discipline required
• Experience of interacting with a demanding customer focused service delivery organization
• Ample experience with IT process related industry standard methodology service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
• ITIL v3 certification
• A Service Management Green Belt will be an added advantage, as it can contribute to process improvement and efficiency using Six Sigma and Lean methodologies
• Deep understanding of ITIL methodology and demonstrated proficiency in the ITIL v3 framework

Qualifications:

• Strong Command & Control presence. Industry recognized trouble shooting methodology to be able to ask the right questions

Keyskills :
omputer science microsoft office it service management customer focus