Infrastructure Sr. Manager
Citi Service Center Poland
Location: Warszawa
Language: Category: Analytics & Reporting
Level of English: B1-B2
Ref. no.: 16061545
Position level: Manager
Infrastructure Sr. Manager
Work place: Warszawa
16061545
Description
The Department:
In the Europe, Middle East and Africa (EMEA) Service Assurance function, we provide service management process assurance for the delivery of IT Services to internal clients covering some 40,000 users in 55 countries in EMEA.
The range of IT products supported is very diverse – ranging from wholesale infrastructure services to consumer banking applications and includes trading and institutional client applications
The Service Assurance team in EMEA work closely with global and regional colleagues to ensure globally consistent and effective service management processes are implemented across the EMEA region.
The Team:
The EMEA Problem Management Team is made up of a team of experienced Problem Managers, covering all aspects of technology. The team have 2 key focus areas:-
1. Reactive problem Management:- Getting involved immediately after service-impacting incidents and ensuring the root cause analysis is carried out in a structured and methodical way and that all remediation activities identified are completed in a timely manner, overall reducing the risk to the organisations technology systems.
2. Proactive Problem Management:- Focusing on analysis and trends, creating proactive initiatives across the technology environments and teams to drive improvement initiatives which are results-driven for the EMEA business
The Job Description:
This key role will be the primary, single point of contact to the internal Citi businesses for Problem Management in the EMEA region. Responsibilities will include:
• Providing leadership and direction on global process standards within the region
• Chairing Post-Mortem Reviews (PMRs) for high profile sector businesses
• Maintaining a work slate of proactive improvement initiatives that will be visible to senior managers in the region
• Managing and prioritising the workload of the direct teams and virtual teams providing support to the improvement initiatives
• Escalation to senior managers on key risks and remediation activities that may be at risk of delay
• Communicating process changes and updates to the businesses in the region
• Scrutiny of high priority and/or high risk Incidents, Problems and where applicable Changes
• Carrying out Post Implementation Reviews (PIRs) of failed changes
• Identifying and defining targeted improvement initiatives within the process and wider technology business
• On-going review of risk management strategies within the region with respect to problem management
• Providing information, and where appropriate, training on process and the service management tool
Qualifications:
The Person:
The successful candidate will need to be a hands-on self-starter, capable of working with others in different regions as well as those on the ground in Belfast.
• Show initiative and be able to work on their own
• Pro-active, can do approach
• Customer focus
• Accuracy and attention to detail
• Personal commitment
• Excellent communication skills
• Dynamic, enthusiastic, confident, reliable team member
Essential Criteria:
• ITIL Foundation Certified
• Minimum 5 years of working experience in IT Operations and 2 years within a problem management background
• Ability to interact with sub-ordinates, peers and senior management in a constructive and business-focused way
• Demonstrable ability to multi-task and prioritise effectively
• Excellent interpersonal skills
• Good command of spoken and written English
• Strong communication (verbal and written) and presentation skills
Desirable Criteria:
• ITIL Practitioner or Manager Certified
• Experience of establishing a new ITIL process within an organisation, including successful stakeholder management experience
• Educated to university degree level
• Project Management certification and/or proven track record
• Experience dealing with infrequent requests from auditors and regulators
• Demonstrable continual process and service improvement
About Citi:
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides 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, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Valuing Diversity:
Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.
Citi is an Equal Opportunities Employer
Please be informed that we will contact selected candidates only.
You are kindly requested to include the following clause in your application: “I hereby give my consent to the processing of my personal data included in my job application for the purpose of the recruitment process and after its completion for the purpose of future recruitments (pursuant to the Personal Data Protection Act as of 29 August 1997, Journal of Laws No. 133, item 883).
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