Citi 253203 - Infrastructure Technical Specialist in Singapore, Singapore
Primary Location: Singapore,Singapore,Singapore
Education: Bachelor's Degree
Job Function: Technology
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17013900
Responsible for managing the interaction between CTI and our internal customers in the ICG multiple businesses (TTS, Markets, Equities, Rates, FX, Private Bank, CIB, etc.). This role focuses on delivery of high quality and reliable technology infrastructure services at the right cost and in line with business needs.
The function is structured to provide hands-on management, in proximity to the technology services being managed. The functional leadership responsibilities are driving development of CTI capability and integration into key utility services to achieve 'connectedness' across CTI, sector aligned technology and the business. Infrastructure Service Delivery provides the interface between Business and Technology aligned teams into the wider, horizontal, CTI organization. Service Delivery provides the ‘CTI organizational glue’ to ensure that all aspects of the services CTI offer are being delivered to the highest quality standards.
Service Management is aligned closely with CTI Sector Core Services team, Project and Product Management teams, whose responsibilities include the solutions, build & operate functions, Project coordination and definition of CTI products and services, delivering high quality Infrastructure services to our business and technology clients. These teams then work across the horizontal CTI shared services group to deliver end to end solutions.
Service Management responsibilities include but are not limited to: Client engagement and Relationship management, Financial and Commercial management, Infrastructure forecasting and reporting. Areas of focus will include:
Stakeholder Management – Manage Technology and Business Client relationships to senior executive level; Delivering to stakeholders effective information and knowledge to support business decision making; Negotiation with clients/users and technical specialists in respect of incidents/emergencies resulting from Infrastructure components, alteration of services; the introduction of amendments to the provision of services and customer/client satisfaction surveys and analysis of CTI service levels.
Service Delivery - Infrastructure forecasting; Availability management; Service risk management; New service transition; Operational Metrification and analysis; Service Stability programs.
Financial Management – Working with CTI Finance teams coordinate and support expense management; capitalization and depreciation; cost transparency; attribution and recovery; analytics and reporting; governance and control.
Process Improvements – Drive transformation programs across CTI to improve Service Maturity and ITIL disciplines; drive service quality, process improvement and best practice across all CTI managed services.
More than 7 years of experience in Service Delivery or related in technology organizations.
Experience in an Operational or Customer Management role in a technology-oriented enterprise environment.
Operational experience at a regional level in a complex/matrix organization.
A general understanding of the IT environment and related technology applications.
Successful experience managing the product life cycle, developing programs and frameworks required for the design of metrics, analytical tools, reporting for the identification of best practices – Knowledge of ITIL best practices preferred.
Measurement of customer satisfaction and analysis of service levels.
P&L responsibilities to include oversight of high-budget projects.
Prior experience in financial services and applications development is preferred.
Role will require a proven ability to develop and manage relationships at all levels; demonstrated ability to coach and influence leadership in decision making; successful experience evaluating processes and standards from a strategic perspective; and effective people management.
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.