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Infrastructure sr tech analyst job purpose: the major incident manager is responsible for leading and owning the response to critical severity 1, 2, and 3 major incidents, where financial, reputational, or legal/regulatory impact to citi is at risk. this person is responsible for understanding citi's lines of business including customer segment and franchise critical services, and developing a deep understanding of the applications and infrastructure components supporting those business and services. the major incident manager is expected to use the business/technology knowledge to execute the incident management process for all critical incidents in order to mitigate impact and reduce the time to restore business services. this includes: establishing the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur. ensuring that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact. making whatever decisions are required to reduce client impact job background/context: citigroup technology infrastructure (cti)is a global organization focused on the delivery of infrastructure, process and services in support of business functions. the successful candidate will join a dynamic incident management team responsible for ensuring that all major incidents are handled efficiently with minimum impact to clients key responsibilities: manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities. establish and grow relationships with senior team members and global business and technology contacts assist with management visibility into service quality and process effectiveness with comprehensive reporting based on well
-designed metrics train and share knowledge in area of expertise with more junior staff members (i.e.
- business aligned support of incidents, for our major lines of business [icg, gct, cto, etc] or platform aligned [mainframe, distributed, network]). work across one or more shifts in a 24x7x365 operational team, whose primary function is to drive all incidents globally until resolved. ensure that incidents records are fully documented both during and after the incident, including gathering and recording the full incident timeline of events. continuous development and daily management of service quality. this includes obtaining measurable improvements in customer satisfaction via reduced mean time to restore services. proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for ourselves and our customers. assist in ensuring that all cti processes and procedures are adhered to and are in compliance with corporate guidelines. assist teams in maintaining industry best practice framework, process, and tool knowledge grow their technical, business, leadership, and interpersonal skills year over year, including increased certifications around itil and other internal and industry
-recognized service management disciplines. interact with other production assurance teams in other sectors to help resolve outages. other duties as required development value: exposure to global technology leaders across all sectors opportunity to influence citis service management strategy going forward in
-depth incident management process reengineering opportunity to exert tremendous direct influence over service quality & availability grow breadth and depth of knowledge of citi businesses, processes, and technologies. knowledge/experience: experience running incidents in a large, complex enterprise environment. deep and wide understanding of citis businesses and operations and/or technology architecture and platforms. extensive technical experiencepreferably in leadership or strong individual contr