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

Infrastructure Technical Specialist (Senior Incident Manager)

Infrastructure Technical Specialist (Senior Incident Manager)

  • 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: 18000491


  • Support the Incident Management function within the IT Service Assurance Portfolio, reporting to the Asia Pacific IT Service Assurance Head
  • Work with IT Service Assurance managers to set performance objectives, measurement criteria, conduct performance appraisals and compensation review
  • Establish, communicate, monitor and enforce policies and standards for the team
  • Anticipate issues and co-ordinate activities with other technology organizations and customers. Work with business management and heads of technology to co-ordinate and implement major services/rollouts
  • 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
  • Oversee incidents and problems in a timely fashion to maximize service uptimes, ensure and continuously improve service quality and timely deliverables leading to enhanced client service experience for the clients of Productions Operations
  • Support entire Service Management suite of functions covering, Incident and Problem Management, Change and Configuration functions in daily operations with the combined objectives of timely resolution of business impacting technology incidents, technology problem reduction, problem avoidance and continual service quality improvement
  • Work with relevant CITI and non-CITI group/units to comply with  the processes and procedures, as established though the Citigroup Information Technology Management Policies (CITMP) and Standards (CITMS) for Incident and Problem Management
  • Support the use of standard tools for Incident and Problem Management activities performed by relevant CITI and non-CITI group/units and work towards continual enhancement and improvement of effectiveness of tools through appropriate automation and customization
  • Work in tandem with other CITI units/groups to help maintain an acceptable audit rating
  • Support Service Quality deep dives for technology incidents encompassing software/hardware component failures, service disruptions caused by data transmissions failures, batch processing delays, erroneous code deployments, Continuity of Business failures etc.
  • Ensure readiness for all Compliance requirements and Audit and Regulatory reviews, and compliance to Citi Information Technology Management (CITM) Policy and Standards


  • Planning, organizing, monitoring and managing of activities in the Incident, Problem, Change, Configuration and Service Management functions within Asia Pacific Production Operations organization
  • Managing, escalating technology Incidents, facilitating resolutions and recommending service improvements, across functions like Batch processing, Data transmission, Process automation, Deployment services, which are key to the success of Production Operations in its entirety
  • Providing management support in ensuring highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of Production Services
  • Developing strong business relationships to help coordinate/resolve major support incidents, production problems impacting businesses, towards enhancing client experience
  • Proactively engaging with clients on new initiatives at the planning/development stage itself, strengthening support abilities to help predict certain outcomes, be able to pin point at the various issues surrounding missed opportunities, Human and/or Procedural errors committed by the teams, validating root/contributing causes and corrective/preventive actions to see how effective they will be when enforced
  • Ability to leverage business acumen, cultural knowledge, and language skills to provide excellent customer service to each country based on their language and cultural background
  • Maintaining contacts with major business stakeholders to foster and maintain cooperation required for critical initiatives Continuous Service Improvement
  • Creating and delivering business presentations to senior management including metrics based contents
Education and Training:
  • Bachelor's Degree in Business, Computer Science, or related discipline required. Master's Degree preferred
  • ITIL V3 Foundation certification is a must and a Practitioner level is desirable
  • 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, IT Service Assurance or Application Development
  • Specialized Knowledge, broad technical knowledge base requirements: Familiarity with the following technologies: MVS, UNIX, Windows, storage environments (Tape, SAN, and NAS), network solutions (LAN, WAN, 3rd party connections, dedicated circuits), web/application/middleware services, Tivoli, Autosys Job Schedulers, and Connect: Direct data transmission and business applications
Singapore Singapore Singapore SG