Senior Major Incident Manager

hace 2 meses

Ciudad de México CDMX Citi A tiempo completo

The Infrastructure Senior 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**:

- Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
- Drive Root Cause Analysis (RCA) post restoration of service
- Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
- Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
- Provide technical/strategic direction and act as advisor/coach to lower level analysts
- Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
- Contribute to technical direction and strategic decisions
- 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**:

- 5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
- 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
- Experience in a Financial Services or large complex and/or global environment preferred
- Effective written and verbal communication skills
- Effective analytic/diagnostic skills

**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.
- Coordinate IcM staff for all major incidents to ensure IcM presence for event awareness and incident management process execution
- Manage support teams to address and resolve outages.
- Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges.
- Mentor and feedback provider to all junior staff members within the Incident-Management organization.
- Act as leader to have general oversight on regional Major Incident events
- Build close relationships
- Help establish, cultivate, and grow nurturing relationships with global business and technology organizations
- Fluent English Required
- Bachelor’s/University degree.
- People in this position work on a 11x3 shift hour days, plus a 1x7 shift hour day.
- Hybrid schedule with 60% of the time worked on site.**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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