JOB DESCRIPTION:
Do you enjoy recruiting talented people from diverse backgrounds and developing them to be the best?
Are you willing to partner with multiple teams across diverse functions optimize services?
Are you passionate about technology and have the skills necessary to support one of the largest
enterprise networks, distributed and Mainframe platforms in the world.?
Do you have a deep working knowledge of IT?
We might have a career for you!
At the Citi Technology Infrastructure (CTI) Enterprise Command Center we operate multiple services and technologies and are currently seeking a talented manager to lead our operations for all platforms. In this role you will be a key part of the CTI Command Center management team. As the Operations Manager you will hold the responsibility for Service Monitoring as well as all Level 1 functions delivered by Enterprise Command Center. This is all done from our state of the art regional Command Center in partnership with the Platform Leads and in collaboration with our other Operations centers. This role will have a direct reporting line into EMEA Enterprise Command Center Head.
This position gives a phenomenal deal of latitude to self-determine organizational and career direction. Being a Technology leadership role it is expected that you will demonstrate competency in the technical discipline and have an operational aptitude to drive process execution and improvement.
FUNCTIONAL ROLE & RESPONSIBILITIES:
Core function: Owns all Command Center operations functions for CTI during operations hours. This covers the operational support of Service Monitoring and Level 1 for all technologies and services provided by CTI and incident management as well as change implementation across all of the fore mentioned technologies.
- Audit and Risk Management: Handle Regional regulatory compliance requirements for all Command Center Services, act as primary interface for all audits of the support functions.
- Develop COB plans for Command Center operations, ensure effective controls are in place to mitigate all risks
- Site Management: Serve as a site leader for the CSC (location of 1400+ people). This entails decision-making with regards to seat allocation, site policies on topics such as smoking, dress code, inclement weather policy, parking, site event planning
- Service Management: Acts as a single global partner concern point for all Production Operations (org of 1400+) during command and control hours.
- Staff Management: Handle all staffing requirements for an organization of 200+ staff members. This includes headcount management, recruiting, hiring, discipline, performance management and development.
GENERAL CHARACTERISTICS:
- Strong communication (verbal and written) and presentation skills. You will work with Senior Business, TI management and highly technical engineers.
- In this role you will have an ownership and responsibility for leading the operational staff and will be expected to display necessary authority when working with all parties.
- Strong negotiation/conflict management skills. This role will co-ordinate and run conference calls involving multiple technical teams including those from 3rd parties and vendors.
- Ability to work in a high volume, pressurized, financial organization. The role will be expected to make executive decisions whilst under challenging conditions.
- You should be able to logically evaluate technical problems and make decisions on how a solution is to be performed, whilst liaising with both technical and non-technical personnel and different levels of expertise and management.
- Organized and disciplined, ability to multi task, with good time keeping skills.
- Dynamic, enthusiastic, confident, reliable team member.
- Dedicated and flexible in terms of workload and providing cover is essential, due to the nature of the environment and workload.
- Should exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence.
- Strong personal work ethic that inspires excellence and enthusiasm amongst peer group.
- Ability and willingness to operate within tightly controlled operational procedures.
- Strong interpersonal & relationship building
- Ability to learn and develop quickly
EXPERIENCE & EDUCATIONAL PREFERENCES:
General education requirement (high school / secondary school or equivalency), associates or 4yr/bachelors degree is not mandatory
3+ years of enterprise IT operations or Incident Management experience is helpful
3+ years of experience in a global/multi-national operating environment is helpful.
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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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Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
