Infrastructure Senior Tech Analyst, Citi

Citi

Not provided

Save Job

Problem management role responsible for root cause analysis in IT systems, collaboration with compliance and support teams, and KPI improvement.

lead Root Cause Analysis investigations to successfully identify root causes of problems in the IT estate
work with infrastructure and application teams to determine effective long term remediation tasks
track the completion of problem root cause and error resolution tasks
ability to draw up logical conclusion based on the investigation facts and determine the fault domain through 5-Whys
proactively manage defects that have potential to impact across the Citi Business
proactively identify problem trends and known bugs and work with Development, others streams to provide the solution
track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/weekly/monthly basis) – e.g. problems open, closed, problems with no Post mortems done, problems with no tasks, problems ready for closure etc.
highlight areas requiring focus to senior management
perform regular Problem Management meetings with Application/Business/Development areas to track progress of error resolution tasks
write Senior Executive problem reports to a high standard
assist line manager periodically with Audit and Problem governance metrics
train staff periodically on ITSM tool sets/processes and procedures
be able to take ownership of ad hoc/scheduled reports
analyze the areas of improvement in terms of automation and streamlining business reports
ability to draw up requirements spec and drive reports development either via Citi or vendor resources

8 - 15 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

What we offer:

Employment Type:

Fulltime

Work Type:

Hybrid work

Job Link Share: