Infra Tech Lead Analyst, Citi

Citi

Location:
India, Mumbai

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Citi's IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The IT Service Management Process Lead is a key member of the IT Service Management Office and drives the end-to-end management and optimization of one or more critical ITSM processes.

Job Responsibility:

Assist in leading the definition and continuous refinement of the enterprise ITSM process strategy
Provide strategic support and guidance to governance boards and councils
Spearhead the development and implementation of an integrated model linking process, service, platform, and data decisions
Oversee the maintenance and enforcement of authoritative standards, procedures, and control objectives
Direct initiatives to standardize and optimize process and workflows across multiple functions
Strategically manage and prioritize the comprehensive backlog of process enhancements
Lead cross-functional stakeholder engagements to drive improvements from conceptualization through successful realization
Act as a senior ambassador and definitive voice of the process for Process Owners
Develop and implement advanced communication strategies
Drive the strategic design, analysis, and action planning for customer satisfaction surveys
Actively contribute to and represent Citi in ITSM communities, conferences, and analyst briefings
Facilitate resolution of complex process impediments and challenges

Requirements:

Bachelor's degree in information systems, Computer Science, or related field preferred
Deep working knowledge of ITIL v4 - Foundation required
Managing Professional preferred
5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience
Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design
Conversant across infrastructure, applications, and cloud technologies
Outstanding written, verbal, and non-verbal communication
proven influencer who adapts rapidly to different audiences
Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders
Knowledge of large enterprise controls (SOX, ISO) and audit remediation
Experience scaling ITSM processes for global organizations

Nice to have:

SharePoint designer / design experience a plus
ServiceNow CIS-ITSM or PMP/PMI-ACP a plus
Familiarity with Jira Service Management and Jira a plus
Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus
Lean Six Sigma/Black Belt advantageous

Additional Information:

Job Posted:
October 09, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Infra Tech Lead Analyst