AVP - IT Problem Management

The Department:

In the Europe, Middle East and Africa (EMEA) Service Assurance function, we provide service management process assurance (Problem/Incident/Change) for the delivery of IT Services to internal clients covering 55 countries in EMEA.

The range of IT products supported is very diverse – ranging from wholesale infrastructure services to banking applications and includes trading and Services, Markets, Banking and Functions applications. The Service Assurance team in EMEA work closely with global and regional colleagues to ensure globally consistent and effective service management processes are implemented across the EMEA region.

The Team:

The EMEA Problem Management Team is made up of a team of experienced Problem Managers, covering all aspects of technology (Application and Infrastructure). The team have 2 key focus areas:-

1. Reactive problem Management:- Getting involved immediately after service-impacting incidents and ensuring the root cause analysis is carried out in a structured and methodical way and that all remediation activities identified are completed in a timely manner, overall reducing the risk to the organisations technology systems.

2. Proactive Problem Management:- Focusing on analysis and trends, creating proactive initiatives across the technology environments and teams to drive improvement initiatives which are results-driven for the EMEA and Global business

The Job:

This key role will be the primary, single point of contact to the internal Citi businesses for Problem Management in the

EMEA region. Responsibilities will include:

Chairing Post-Mortem Reviews (PMRs) and manage the life cycle of Problems through root cause analysis, to the completion of associated error resolution tasks of problems resulting from incidents in the production environment.Write Senior Executive problem reports to a high standard.Maintaining a work slate of proactive improvement initiatives that will be visible to senior managers in the regionEscalation to senior managers on key risks and remediation activities that may be at risk of delayScrutiny of high priority and/or high risk Incidents, Problems and where applicable ChangesProactively identify incident trends in application/technology initiate proactive projects to prevent problems from occurring.Interface with other work streams (Incident, Front Office Production Support, and Change) to highlight key problems and initiate error resolution activitiesInterface with key senior stakeholdersProviding information, and where appropriate, training on process and the service management tool

Key Relationships:

IT ManagementProduction Support Teams.Database Administrator Teams.Server Administrator Teams.Application Development Teams.Risk & Controls teams.Infrastructure EngineersVendor Incident/Problem teams.

The Person:

The successful candidate will need to be a hands-on self-starter, capable of working with others in different regions as well as those on the ground in Belfast.

Show initiative and be able to work on their ownPro-active, can do approachCustomer focusAccuracy and attention to detailPersonal commitment and flexibility.Excellent communication skillsDynamic, enthusiastic, confident, reliable team member

Essential Criteria:

ITIL Foundation CertifiedPrevious Problem Management experience in IT Operations.Ability lead and direct virtual meeting with various teams, peers and senior management in a constructive and business-focused wayDemonstrable ability to multi-task and prioritise effectivelyExcellent interpersonal skillsGood command of spoken and written EnglishStrong communication (verbal and written) and presentation skills

Desirable Criteria:

Experience dealing with infrequent requests from auditors and regulators.Demonstrable continual process and service improvementExperience of using the service management tool Service Now.Previous role in Financial Services sectorProject Management certification and/or proven track record

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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