• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 25 Apr 18

Infrastructure Manager (AVP)

Infrastructure Manager (AVP)

  • 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: 17084715


  • Manages technology incidents impacting Citigroup businesses
  • Work with relevant CTI and non-CTI group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with CITMP standards on Incident and Problem Management
  • Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
  • Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
  • Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
  • Escalation of critical and unresolved Incidents to appropriate levels of management
  • Management reporting
  • Use tools for effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable
  • Work towards effective use of these automated solutions with other tools and procedures within CTI, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process
  • Work in co-operation with other CTI teams to help maintain an acceptable audit rating
  • Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause
  • Monitoring of Severity 1 and Severity 2 tickets in incident ticketing systems to ensure all tickets are acted upon by various resolver teams
  • Ensure compliance to Citigroup Information Technology Management Policies (CITMP) and Standards
  • 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
  • Provide management support in improving service levels through identification of incident trends which impacts service delivery


Education and Training:
  • Bachelor's degree in Business, Computer Science, or related discipline required. Master's degree preferred
  • ITIL certification is a must
  • 5-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred. Technical expertise on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Problem/Incident Management, or Application Development
  • Specialized Knowledge, broad technical knowledge base
  • Familiarity with the following technologies:
    • MVS, UNIX, Windows, storage environments (Tape, SAN, NAS), network solutions (LAN, WAN, 3rd party connections, dedicated circuits), web/application/middleware services, and business applications (COTS and/or internally developed)
  • Above average and exceptional written and oral communication skills
  • Multi-lingual skills preferred
Skills Required:
  • Conduct continuous organizational efficiency review and provide recommendations to the Service Management lead and Production Operations managers
  • Ensure procedural and global consistency through partnership within Production Operations managers
  • Conduct and facilitate improvement initiatives to develop and implement solutions to existing operational inefficiencies or problems.
  • Conduct value add analysis for migration workload to ensure lean efficiencies are initially applied from external teams to Service Monitoring and Level 1
  • Create and conduct initiatives to improve overall operational efficiency within Command Center
  • Conduct periodic reviews to continuously improve services and reduce cost
  • Provide financial analytics to global/regional management of organizational initiatives
  • Prepare materials and present progress and accomplishments to senior management
  • Drive technical projects including project tracking, analysis, and automation opportunities
  • Maintains effective working relationships with IT and other key stakeholders
  • Ability to lead initiatives across technology disciplines in a matrix organization
Core Competencies will include the following:
  • Effective communication and sound analytical abilities
  • A sound understanding of best practices, approaches, organization, politics, and culture
  • Managing multiple projects; planning, prioritizing, and administering work
  • Influencing and persuading senior managers
  • Focusing on results to drive organization wide changes
  • Strong interpersonal & relationship building skills
  • Effective prioritization skills and high energy
  • Ability to work in a fast-paced, technology operations environment.  
  • Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload
  • Must 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
  • Resilient and highly responsive in overcoming adversity
  • Possesses and provide insight regarding operational efficiencies supported by the Command Center
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