Global Incident and Problem Manager (bank)

*  ITIL Foundation certified
* Good background knowledge in IT including various infrastructure platforms and application systems.
* Strong communications and influencing skills, including to senior managers and customers.
* Manage multiple incidents with conflicting priorities.
* People / Leadership skills preferred.
* Knowledge of CTI organization, its partners and customers is preferred
Experience required: minimum 8 years in IT with good Operational background
Remarks:
Incident Management:
1. Perform Incident & Problem Management activities for CTI across all regions.
2. Manage, Escalate, Facilitate resolution and Report technology incidents impacting Citigroup businesses. Responsible for expediently restoring services by working closely with other teams including data centers, command centers, network command centers, vendors and business aligned technology teams.
3. Provide management support in improving service levels through identification of incident trends which impacts service delivery.
4.  Liaise and co-ordinate with various resolver teams including data centers, command centers, network command centers, vendors and business aligned technology teams and their respective managers.
5. Deliver Incident Management Service to Corporate, Consumer and Wealth Management, Citifinancial, Diners, Capital Markets and other businesses in various countries across Asia Pacific, Japan, EMEA and LACB and to improve service levels by closely working with Regional Technology Managers, Operations and Technology senior managers etc.

Problem Management:
1. Co-ordinate with relevant support groups such as Operations, Application development, vendors etc. to ensure root cause is identified and rectified for all problems.
2. Ensure and provide management support in ensuring quality and improving service levels through identification of problem trends and causes which impacts the delivery of Production Services.
3. Provide pro-active problem management by analyzing problem trends and formulate Corrective Action Plans with respective technology partners. Support Incident Management during Major incidents or Crises.
4. Ensure and provide management support in ensuring quality and improving service levels through identification of problem trends and causes which impacts the delivery of Production Services.

General CV submission 

Country: Singapore

Employment Type: Full time

Salary: Open