Head of Technology Infrastructure Service

The Infrastructure Group Manager is a senior management-level position responsible for managing and guiding a team that ensures efficient and effective Citi infrastructure in coordination with the Technology Team. The overall objective of this role is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.**Responsibilities**:- Develop strategies to meet business strategy goals and demonstrate in-depth understanding of how Technology Infrastructure integrates within the overall technology function to achieve objectives- Lead and motivate a team, conducting managerial responsibilities such as performance evaluation and management, employee selection, compensation, budget management and resource planning- Provide services by using insights from stakeholder/partner relationships, actively seeking information to understand issues, expectations and needs- Ensure essential procedures are followed and contributes to defining standards and recommend reengineering efforts for continuous improvement- Provide evaluative judgment based on analysis of information in complicated, unique and dynamic situations, drawing on diverse range of internal and external sources- Persuade and influence others through communication and diplomacy skills and negotiate with external parties as needed**Qualifications**:- 10+ years of experience in a technology infrastructure role with experience in people and project management and selected infrastructure technologies- Experience in financial services or large complex and/or global environment preferred- Consistently demonstrate clear and concise written and verbal communication with ability to communicate technical concepts to a non-technical audience- Proven ability to develop projects required for design of metrics, analytical tools, benchmarking activities and identification of best practices- Proven analytical, diagnostic and multitasking skills with focus on execution and attention to detail- Demonstrated ability to both work independently and partner with virtual teams in a high-pressure matrix environment- Demonstrated ability to take ownership of various parts of a project/initiative with tight deadlines or unexpected changes in expectation/ requirements**Education**:- Bachelor's degree/University degree or equivalent experience- Master's degree preferred**Job Purpose**:Reporting to CTI Production Operations Global Head & CTI Mexico Head, this role is responsible of leading operational production services in Mexico Region, currently consisting of the Command Center 24x7 operations, Batch Management functions, Legacy Deployment Management, oversight of Incident, Problem and Change Management procedures and operations, to ensure stability on Citi Technology Infrastructure and commitment on high quality services focused on the business and customers.These functions have a global responsible that needs to be involved, aware and supportive of any in country strategy or special event that requires sponsorship.Under this function, CTI Mexico manages Service Quality, stability items and Hygiene metrics (EOL/EOVS programs tracking), as well as CMDB (Configuration Management Data Base), Service Now & CSI (Citi Systems Inventory) Apps configuration, process, analysis.Overall organization size ~63 employees (including staff at Vice President Level).**Key Responsibilities**:- Drive operational production services on 24x7 model, such as: Command Center, Batch Management, Legacy Deployment Management, Change Management, Incident & Problem Management.- Lead the Production Operations team in resolving incidents and minimizing customer impact through effective communication and alignment to service level agreements to deliver timely resolution.- Drive service standard procedures execution for change, problem and incident management, engage leadership, provide timely updates, implement process improvements.- Engage teams on identifying root causes for incidents or issues pertaining to Citi’s technology infrastructure by actively leading resolution of issues or changes implementation based on approved processes within agreed service timeframes.- Oversee hygiene metrics and issues related to proactively identify and remediate End of Life / End of Vendor Support matters.- Drive proactive actions and risk mitigation plans to maintain the highest stability standards while engaging and promoting partnership with key Technology Stakeholders.- Lead team to review change records to ensure they meet the standards required by the global change management process.- Promote detailed analytics and hygiene metrics regarding trends, incidents, and ticket queues, providing insights on metrics to senior management and the business for improvement opportunities, potential risks, or outages to reduce business risk.- Lead efforts to implement changes in the platform and processes to drive operati