Description:

SR TECHNICAL Analyst
Service Quality Program: Platform for Growth -Business Command Center/Incident Management - Incident Manager

Type: Permanent, Full-Time
Business Overview:
The GTS Service Quality Program: Platform for Growth supports the three Citigroup GTS Business organizations of Cash, Trade and Securities globally. Business Command Center and Monitoring is one of five workstreams chartered to improve the quality of our technology service offerings through the following initiatives:Creation of a Global Business Command Center
Implementation of E-2-E Business Process Monitoring
Creation of a globally consistent Incident Management process

Position Description:
A Business Command Center - Incident Manager for the GTS Service Quality Program: Platform for Growth will employ collaboration and monitoring, and will be required to be aware of the overall state of all critical IT services on an ongoing basis taking responsibility to ensure their awareness of, and engagement in, all deviations in availability of critical IT services. The Incident Manager will support the Business Command Center/Incident Management Lead will have overall responsibility for managing Incident management documentation, assessment, notification, escalation, and resolution efforts.
Primary Responsibilities:
Responsibilities include, but are not limited to:Facilitate the coordination, communication, and escalation of incidents impacting the delivery of IT services to the client, through an established incident management process covering global incidents
Use knowledge and experience, applicable to the incident, to determine the appropriate assessment of impact, severity, and ownership
Use management and/or leadership skills to ensure the incident recovery team is properly organized, properly managed, and effectively communicating throughout the life of the incident
Work on a
Shift - schedule providing continuous on-site and on-call operational coverage 24x7
Review, record, and report on all impacting incidents on a daily basis through an existing process and tool
This role is involved in the design, development, and administration of the tools and documentation supporting the incident management process and ensures accurate and up to date information is available, in place, and tested on a periodic basis
Assisting with the management and timely execution of deliverables associated with the Business Command Center / Incident Management workstream
Defining, implementing and measuring critical performance metrics
Managing incidents based on industry recognized quality/process improvement methodologies
Driving incidents to successful completion; work with BCC Lead and monitoring analysts to ensure overall Incident management goals and milestones are met
Reviewing all Incident Management Status Reports for projects for accuracy, consistency and timeliness
Reviewing all Issue Logs
Coaching and mentoring the monitoring analysts on Incident management disciplines

Specifications / Qualifications:

Qualifications:
The ideal candidate will have the following attributes:

ExperienceA strong and proven track record with at least 10 years of Systems Operations / Incident Management experience, preferably in a large financial services environment
5+ years of management or leadership experience in IT operations, support, or helpdesk
Experience communicating with Senior / Executive managers
Incident/ crisis management experience including: Ownership
Classification and initial support
Escalation/Notification
Business Impact Analysis
Resolution Tracking

Experience with one or more of the following Incident Management suites: Remedy
Peregrine ServiceCenter
HP ServiceCenter
CA Service Desk
BMC ServiceCenter
Altiris

Experience tracking Incident Management Metrics including (but not limited to): Incident Volume
Mean Time to Repair (MTTR)
Average Incident Cost
Percentage of incidents closed with/without escalation

Experience working within large financial services organizations

SkillsA solid understanding of Incident Management standards
ITIL v3 Foundations / Practitioner Certification preferred
Flexibility required due to the time zone constraints of a Global Program
Excellent written and verbal communication skills
Excellent interpersonal skills
Strong knowledge of, and/or heavy exposure to, several different technical disciplines such as UNIX, Linux, Windows, networks, mainframe, WEB, or database
Strong MS Office and MS Project skills

Heavily focused on providing quality customer experience
Highly motivated
Execution driven
Dynamic and flexible as needs change
Inspirational leader

Location:Possible Position Locations: New York, NY

Work Shifts: 1st, 2nd, 3rd, weekends

Profile:

Job Function Risk Management
Location New York, NY, US


Employee Status - Full-time

Education Level - Bachelor's Degree
Shift Day Job

Employee Type - Regular

Exempt Status - Exempt

Travel - No