Citi Infrastructure Manager in Singapore, Singapore

  • Primary Location: Singapore,Singapore,Singapore

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17038855

Description

  • Manages technology incidents impacting Citigroup businesses

  • Work with relevant CTI and non-CTI group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with CITMP standards on Incident and Problem Management

  • Participation in all incident resolution calls to facilitate incident determination, recovery and resolution

  • Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation

  • Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards

  • Escalation of critical and unresolved Incidents to appropriate levels of management

  • Management reporting

  • Use tools for effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable Work towards effective use of these automated solutions with other tools and procedures within CTI, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process Work in co-operation with other CTI teams to help maintain an acceptable audit rating

  • Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause

  • Monitoring of Severity 1 and Severity 2 tickets in incident ticketing systems to ensure all tickets are acted upon by various resolver teams

  • Ensure compliance to Citigroup Information Technology Management Policies (CITMP) and Standards

Qualifications

  • Conduct continuous organizational efficiency review and provide recommendations to the Service Management lead and Production Operations managers

  • Ensure procedural and global consistency through partnership within Production Operations managers

  • Conduct and facilitate improvement initiatives to develop and implement solutions to existing operational inefficiencies or problems.

  • Conduct value add analysis for migration workload to ensure lean efficiencies are initially applied from external teams to Service Monitoring and Level 1

  • Create and conduct initiatives to improve overall operational efficiency within Command Center

  • Conduct periodic reviews to continuously improve services and reduce cost

  • Provide financial analytics to global/regional management of organizational initiatives

  • Prepare materials and present progress and accomplishments to senior management

  • Drive technical projects including project tracking, analysis, and automation opportunities

  • Maintains effective working relationships with IT and other key stakeholders

  • Ability to lead initiatives across technology disciplines in a matrix organization