• 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 find the underlying cause of any situation? Are you uncomfortable 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 team. We are an enterprise focused organization responsible for risk mitigation analysis and remediation tracking. We seek to reduce the opportunity for recurrence 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.

• Job Description

• As a Problem Management Lead you will be responsible for managing and overseeing the problem management delivery within the organization, focusing on minimizing the impact of recurring IT incidents and problems. This role involves leading root cause analysis, collaborating with various teams across the globe to implement permanent fixes, and continuously improving the problem management process to enhance system reliability and performance. The IT Problem Management Leader will also work closely with Incident Management, Change Management, and other IT functions to ensure timely resolution and preventive actions.

• 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, the team 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, elevated levels of skill and confidence are imperative while conducting problem reviews with the business and technical domain experts. This involves taking the lead and directing the meeting, keeping focus and attention on key events and details, all while documenting causes and action items throughout.

• Key Responsibilities:  

• Problem Management Leadership:

• Lead the team's problem management activities, ensuring processes are followed, and problems are identified, tracked, and resolved efficiently.

• Root Cause Analysis (RCA):

• Facilitate and lead in-depth root cause analysis for critical incidents, identifying the underlying causes and long-term corrective actions.

• Collaboration and Stakeholder Management:

• Develops and cultivates multi-functional / multi-sector partner relationships at all levels of the organization

•  Continual Service Improvement:

• Lead continuous improvement efforts by reviewing problem management processes, recommending enhancements, and implementing best practices.

• KPI and Metrics Reporting:

• Define and monitor key performance indicators (KPIs) related to problem management. Regularly report on trends, root causes, and overall process effectiveness to senior leadership.

• Preventive Action Planning:

• Work proactively to identify potential problems before they result in incidents and develop and implement action plans to prevent them from occurring.

• Qualifications:  

• Broad experience in an IT - related operational support role
• Fundamental experience with ITIL good practices a plus
• Operational experience with Service Management / Problem Management is helpful
• Experience with enterprise level service management tools (e.g., Service Now) preferred
• Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
• Highly organized presentation, negotiation, and customer service skills
• Creative thinker who challenges the status quo
• Superlative communication skills
• Strong analytic/diagnostic skills and attention to detail
• Bachelor's degree or equivalent work experience required

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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