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JOB CENTER

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VP, Problem Manager
Location : Texas, Irving
Refer job # UORU339105

Job Responsibilities and Requirements: Key Responsibilities: Lead Problem Reviews of Severity 1, 2 and 3 Major Incidents Gather process flows and research the infrastructure prior to the start of investigations Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate Quickly and efficiently create cause-and-effect charts for all Severity 1 and 2 issues Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner Manage the lifecycle of IT problems Create and foster cross-functional relationships Work with application, production support and infrastructure teams to determine effective long-term remediation and/or a permanent fix Track problem resolution tasks and document evidence of their completion. Maintain problem reports (post-mortem reports) so that they are current Support Problem Management Reporting (KPIs and customer SLAs) Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) Assist the line manager periodically with Audit and Problem governance metrics Maintain and improve production stability Drive remediation vs mitigation Ensure global proactive remediation Be able to take create and analyze ad-hoc and scheduled reports (in Excel, Cognos, and ServiceNow) Proactively identify problem trends and known bugs and work with subject matter experts to provide the solution Provide strategic direction on various Operational, Governance and Tool-Design Elements Advise senior management on areas requiring focus Analyze the areas of improvement in terms of automation & streamlining business reports Develop a partner relationship with your stakeholders Perform regular Problem Management meetings with Application / Business / Development areas to track progress of error resolution tasks Prevention Create and manage Service Improvement Programs for chronic incidents Drive continuous improvements with technology teams from causal analysis investigations Train on ITSM toolsets /processes, procedures and best practices.



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