• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2018-12-12

Infrastructure Senior Manager

Infrastructure Senior Manager

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18053562


  • Citi is the world leader in the financial services sector with 250,000 employees, handling over 200+ million customer accounts while operating in over 190 countries with 16,000+ offices worldwide.
  • Are you someone who strives to get to the bottom of any situation? Are you someone who is not comfortable with unknowns? Do you have an innately investigative and analytical mindset? If so, then we need someone like You here in Citi's global Problem Management. We are an enterprise focused organization responsible for risk mitigation analysis and remediation tracking. We seek to reduce opportunity for reoccurrence and prevent similar events in the future. You would join an elite group of investigators who come in after the fire to triage the series of events that transpired and lead solutions to complex issues from inception to delivery.  Much in the same way that the results from real Fire investigators have yielded advances like active/passive sprinklers, multiple ingress/egress points, centralized alerting/response, etc. development/implementation to complex issues. But you would not only be reactive following an incident, you would also seek to prevent new issues from occurring through comprehensive data analysis and review.
  • As a Senior Problem Manager you will have a unique opportunity to get exposure to every line of business and service that Citi offers. Everything from Retail/Commercial Banking, Payment Processing, Trade/Security processing, Foreign Exchange (Currency) Platforms, Online/Mobile Channels and others. We are a learning organization, meaning every situation gives us information that we will use to continually evolve our process and tooling. The Service Now service management suite is the tool of choice for all ITIL process disciplines and you will be a custodian and change agent for our Problem Management processes but also how they interact and apply to other ITIL process disciplines
  • Throughout the process lifecycle, you will be expected to provide clear executive/business focused write-ups to our partners (post-mortem reports). At any moment, a Problem Manager should be able to discuss the details with the infrastructure or business support units and/or provide verbal updates to mid and senior level management
  • The ideal individual for this role will have a good blend of technical and soft skills. Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up/down/across a Global enterprise, drives initiatives from inception to closure and has a strong attention to detail/does not give up until the root cause has been eliminated permanently from the environment. Experience in large scale Business/Technology Operations, Service Management/Continual Service Improvement and/or Business/App Support would certainly be an asset but should not discourage anyone with the core skills described here or below from applying. The role requires extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover the underlying causes. Additionally, high levels of skill and confidence are imperative while conducting problem reviews with the business and technical domain experts. This involves taking lead and directing the meeting, keeping focus and attention on key events and details, all while documenting causes and action items throughout
Key Responsibilities:
  • Lead Problem Reviews of Severity 1, 2 and 3 Major Incidents
  • Identify focal points then lead causal analysis investigations to successfully identify the true root causes of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate
  • Quickly and efficiently craft 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
  • Develops and cultivates multi-functional/multi-sector partner relationships at all levels of the organization
  • Track problem resolution tasks and document evidence of their completion
  • Keep Problem reports (post-mortem reports) current at all times
  • Support Problem Management Reporting (Performance Metrics and Customer SLAs)
  • Assist the line manager periodically with Audit and Problem governance metrics
  • Identify areas of waste and recommend improvements in the form of automation, consolidation or elimination
  • Host Problem Management/Operational Excellence meetings with Application/Business/Development areas to track progress of error resolution tasks
  • Develop and lead Service Improvement Programs for chronic incidents
  • Drive continuous improvements with technology teams from causal analysis investigation


  • Broad experience in an IT - related operational support role
  • Fundamental experience with ITIL good practices a plus
  • Operational experience with Service Management/Problem Management is helpful
  • Experience with enterprise level service management tools (e.g., Service Now, BMC Remedy, HP Service Center) preferred
  • Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
  • Highly organized presentation, negotiation and customer service skills
  • Creative thinker who challenges the status quo
  • Strong analytic/diagnostic skills and attention to detail
  • Bachelor's degree or equivalent work experience required