IT Problem Manager

hace 4 semanas

Ciudad de México Citi A tiempo completo

The Infrastructure Intermediate Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

**Responsibilities**:

- Resolve moderately complex problems/projects through analysis, technical experience, and precedents; provide analysis for more complex issues, escalating as appropriate
- Participate in testing activities, including the creation and execution of basic test scripts and evaluating results for possible enhancements
- Complete control activities (risk, self-assessment, COB, audit, etc.) and makes recommendations for enhancements
- Collect and organize requirements for hardware acquisition and deployment activities
- Gather, compile and synthesize information regarding technology processes or systems; create and prepare reports
- Assist in systems implementation/enhancements and post implementation activities
- Reach solutions through technical experience and precedents
- Exchange ideas and information in a concise and clear manner
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.

**Qualifications**:

- 2-5 years of experience in a Technology Infrastructure role (education/professional) with demonstrated knowledge of operational process change and improvement
- Effective written and verbal communication skills
- Effective analytic/diagnostic skills
- Ability to communicate technical concepts to non-technical audience
- Ability to work with virtual and in-person teams, and work under pressure or to a deadline

**Education**:

- Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

The role involves extensive interaction, collaboration and facilitation with internal infrastructure teams for causal code solutions as well as client production support teams to assess actual impact. Developed communication and diplomacy skills are required in order to guide, influence and properly inform others, which includes members from other teams and at times external customers or vendors.

**Key Responsibilities**:

- Lead Problem Reviews of mostly Severity 3, and occasional Severity 2 and 1 Major Incidents
- Gather process flows and research the infrastructure prior to the start of investigations
- Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate
- Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner
- Track problem resolution tasks and document evidence of their completion.
- Maintain problem reports (post-mortem reports) so that they are current
- Ensure global proactive remediation
- Suggest the areas of improvement in terms of automation & streamlining business
- Perform regular Problem Management meetings with Application / Business / Development areas to track progress of error resolution tasks
- Identify and manage Service Improvement Programs for chronic incidents
- Drive continuous improvements with technology teams from causal analysis investigations

**Qualifications**
- 3+ years of experience in an IT - related operational support role
- Knowledge of Service Management / Problem Management desirable, certified in ITIL a plus
- ServiceNow experience is a plus
- Must be proficient in Spanish and English (written and Spoken)
- Able to produce high quality problem reports
- Broad technical experience an advantage
- Strong analytic/diagnostic skills and attention to detail
- Confident communicator at all levels
- Innovative; challenges the status quo
- Bachelor's degree or equivalent work experience required
- **Job Family Group**:
Technology
- **Job Family**:
Infrastructure
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

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.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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