Senior Problem Manager, Citi

Citi

Location:
United States, Irving

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

114720.00 - 172080.00 USD / Year

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Job Description:

As a Senior Problem Manager, you will have a unique opportunity to get exposure to every line of business and service that Citi offers, including Retail / Commercial Banking, Payment Processing, Trade/Security processing, Foreign Exchange (Currency) Platforms, Online/Mobile Channels, and others. You will act as a custodian and change agent for Problem Management processes while interacting with other ITIL disciplines. The role involves leading problem reviews, producing clear and timely post-mortem reports, conducting root cause analysis, and driving service improvement programs.

Job Responsibility:

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
develop and cultivate multi-functional 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

Requirements:

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
Bi-Lingual (English / Spanish) skills are a plus
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

Nice to have:

Bi-Lingual (English / Spanish) skills
creative thinker who challenges the status quo

What we offer:

Medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Additional Information:

Job Posted:
August 19, 2025

Expiration:
August 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Senior Problem Manager