19 ene
Citi
Xico
This individual is responsible for developing and implementing evolving technology strategies aligned to the business goals and priorities, as well as ensuring successful delivery of day-to-day IT services.
This individual will work closely with senior stakeholders across the business and technology organizations to strengthen our support services and drive meaningful change throughout.
They are to provide thought leadership in the different information technology stacks supported and are responsible for risk control and oversight of Enterprise Command Center (ECC) infrastructure and security processes, including their availability and integrity.
This individual will functionally lead technology operations across Advanced Support teams globally for change Implementation and be responsible for end-to-end delivery of those services.
The role includes responsibilities for ECC budgeting within the region (over 40 staff members), as well as operational/service management oversight, including elements of controls, compliance, and stability.
They ultimately play a critical role in developing, leading, and providing a customer centered, delivery focused team responsible for end-to-end critical operational process execution according to Citi's guidelines, while owning all service requirements and performance to ensure that Citi's infrastructure solutions are designed, operated, and handled in-line with Citi's established services levels.
**Responsibilities**:
- Manage multiple teams of professionals, including staff recruitment, talent development, and budget management.
- Identify internal talent to fill key positions, attract external talent with expertise to meet the technology needs of the business, build deep bench strength, and develop appropriate diverse succession plans.
- Provide operational oversight of major incident support to ensure proper execution of support processes.
This will include direct engagement and interception of support when needed.
- Handle ambiguity and make technical decisions and recommendations under pressure with limited data.
- Communicate with leadership team members and other critical stakeholders to provide a clear articulation of technical events and operational performance.
- Develop and maintain strategic partnerships with senior business leaders, technology leaders, and technology vendors.
- Provide vision and strategy for the Enterprise Command Center to enhance support for multiple lines of businesses and technology stacks globally.
- Lead, direct, and manage large-scale global projects, automation initiatives, and process improvements.
- Accountable for financial obligations (within scope) and ensuring the strategies are in line with reducing overall costs while increasing efficiency and effectiveness.
- Deliver learning and development programs, be a recognized leader and mentor for developing others.
- Use excellent communication, leadership, and strong management skills to influence a wide range of internal audiences including respective product, function, or regional management partners and external audiences including regulators and vendors.
- Develop and maintain internal controls to help mitigate risk.
- Develop approaches to promote knowledge sharing and management best practices across the Enterprise Command Center.
- Be a thought leader across the Organization.
- Continually drive service improvement strategies.
**Qualifications**:
- Possess in depth knowledge of the technology infrastructure supported.
- Experience supporting a large technology environment
- Possess the necessary technical skills and operational support acumen required to drive critical issues to resolution.
- Extensive experience in business, functional and people management, with proven abilities in taking responsibility for executing concurrently on a portfolio of high quality deliverables according to strict timetables.
- Knowledge of technology and regulatory risk management and industry best practices.
- Solid analytical/problem-solving skills with capability to identify solutions to unusual and complex problems.
- Ability to gather and interpret complex qualitative or quantitative data.
- Complete understanding of IT control policies.
- Ability to present to different audiences and adjust accordingly (business, technical and management) with either structured presentations, or ad-hoc.
- Business process improvement mindset with a drive for controls, automation, and efficiency.
- Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence.
- High sense of urgency and commitment to exceeding customer expectations.
- Strong personal work ethic that inspires excellence and enthusiasm amongst peer group.
- Ability to work through a multitude of challenges/obstacles to achieve the desired result.
- Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents
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