O&T
Responsibilities:
- Manage, Escalate, Resolve and Report technology incidents across CTI AP as part of Regional Problem Management Group. Responsible for quick Incident resolution.
- The job entails the coordination with all parties, Operations, Application development, CTI, network, vendors to ensure incidents are resolved quickly and appropriate root cause is identified and rectified.
- Assist and provide management support in ensuring quality and improving service levels through identification of problem trends and causes which impacts the delivery of Production Services in Asia Pacific.
- Manages technology incidents under the CTI IT Service Assurance Portfolio.
- Work with relevant CTI and non-CTI group/units to comply with the Incident Problem Management Processes, to facilitate and improve problem recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with CITMP.
- Timely problem recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted time-frame is not feasible) with proper documentation.
- Incident progression co-ordination and monitoring of Incidents and potential problem 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 problem 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 problem recognition and resolution process.
- Work in co-operation with other CTI units to help maintain an acceptable audit rating.
- Performs the post-mortem standard process to ensure no-repeat of any technology incidents with known root cause.
Requirements:
- Relevant Work experience in IT Operations or related field.
- Sound knowledge in IT Operations including infrastructure and application systems.
- Knowledge of Citi organizations, its partners and customers is preferred.
- Strong communications and influencing skills, with the ability to fluently interact with sub-ordinates, peers and Senior Management
- ITIL® Certification preferred
At Citi, we groom the leaders of today and tomorrow. Take the opportunity to embark on a challenging, fulfilling and rewarding career with one of the world's most respected finanical institutions now.
To apply, please visit http://careers.citigroup.com and search for Job ID 13015597.
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