IT Business Unit Specialist

  • Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 18 Jan 17

IT Business Unit Specialist

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 16061349


Description

  • Reports to the Production Service Manager
  • Consults with the primary clients of the application in conjunction with development managers in order to understand the strategic objectives of users and contributes to formulation of strategies for apps support and other functional areas
  • Coordinates onboarding activities of all new applications into their domain
  • Manage Customer Experience Report and NPS
  • Partners with L2 support for the Runbooks, playbooks, Std. Operating Procedures, and health checks for APAC and EMEA
  • Establishes health check management in partnership with L2 (inventory, thresholds, triggers, tools, scripts, and procedures) maintaining consistency across all apps and domains
  • Provides expertise in the Line of Business services and ensures Production Support teams meet or exceed performance and availability Service Level Agreements
  • Supports Service Improvement Manager activities in Service Improvement Plans and root cause remediation activities
  • Set and periodically review RTO and RPO in conjunction with business owner
  • Build and maintain application recovery plans, ensure prioritization and sequencing consistent with RTO and application dependencies
  • Partner with PSM to ensure appropriate Capacity Planning in place for all in-scope services
  • Develop and maintain and recovery automation programs/scripts; ensuring level of automation required to reliably achieve RTO
  • Manage production handover after warranty period
  • Drives remediation of CAPs associated with Control/Compliance issues for domain
  • Facilitates the shift left of Level 3 activities to Level 2 and Level 2 activities to Level 1
  • Primary interaction point for the Demand and Release team


Qualifications

  • Good understanding of processes within IT support in Service Delivery (Incident, Change and Capacity management)
  • Ability to influence people
  • Presentation skills
  • Ability to interact with individuals on all organizational levels
  • Ability to work under pressure, self-reliant, liable, well-organized and able to keep a number of activities in progress in parallel, balancing priorities as necessary
  • Positive 'can-do' attitude
  • Self-starter, takes ownership and accountability for assigned work
  • Focused and determined in getting the job done right
  • Ability to identify and manage key risks and issues
  • Strong analytical, reporting and documentation skills
  • Methodical, attention to detail, strong analytical skills
  • Strong interpersonal skills, including strong verbal, written communication skills
  • Fluent English