Job Description

A member of the Global Production Management CER Team that provides technical and strategic oversight and direction for the global Customer Experience Reporting (CER) Application. Responsible for coordinating application enhancements and modifications; functions as the primary technical interface for all CER environments (DEV/SIT, QA/UAT and PROD). Primary interface for integration with other Citi tools/application resources required in the support of CER including Service Now, Configuration Management Database (CMDB), Service Management Framework, CSI, CICD, EERS, ARCHER, WEBBANK and other Citi specific tools related to application support/ownership. Works in in partnership with CTI Global Consumer Production Management to deliver Availability and Performance reporting and trend Analysis. Responsibilities include and span across the following:

Responsibilities:

Application Management

* Responsible for all aspects of the CER application including preparing new requirements related to application enhancements and insuring the stability in the application for BAU efforts.
* As supporting application ownership tasks, this role is responsible for the coordination of all aspects of the application including but not limited to: system updates (CICD, CSI, CISAR, EERS, ADQR, ARCHER, etc).
* Works closely with the CER Lead on stability of the CER application in all environments including the support for incidents and changes across all CER environments.
* Manages current and new releases including providing leadership for the Development resources on code development, application deployment, for each environment, including testing of new releases and break/fix updates.
* Functions as the primary interface for required updates (as per Citi policy/CATE); including the coordination and maintenance of FIDS, Webbank updates to support URL interface (WINTEL) and DBA Support. Directly responsible for coordinating all service impacts (incidents and changes) raised by any group as impacting servers on which CER resides (across all environments).
* Supports global enhancements to CER application and ensures requests are agreed and prioritized by with CER Lead, Production Management and the Production Management Regional Heads.
* Drives consistent utilization and understanding of CER with the Technical Teams who support CER.

CER Reporting/Quality Framework

* Supports CER reporting and assist in managing queries related to report content and preparation.
* Contributes to and helps to establish the strategic CER roadmap that provision a complete view of the customer experience (Availability and Performance).
* Drives the adoption and consistent utilization of CER across all Regions.
* Serves as technical and operational contact for modifications to the application as well as enhancement/future requirements.

General

* Functions as the Application Owner for Client Experience Reporting; leads the effort to identify and recommend new capabilities and retiring capabilities that are no longer required.
* Ensures consistency in ownership and operating model across regions.
* Partners with extended Production Assurance teams, Monitoring, Reporting and Analytics, and Production Management to ensure consistency and alignment against strategic objectives.
* Coordinates with CTI and Global Consumer key improvements based on industry best practices.
* Manages application risks and opportunities, works to influence and direct the appropriate resolutions with the appropriate Team.



Qualifications:

* Minimum 8+ years of Project/Program Management or Service Management experience preferably within a technology organization, Application and Infrastructure background preferred.
* Hands on experience with CICD tools, including Jenkins, Bitbucket, Team Foundation Server and release management.
* Strong program and project management skills for global deployments
* Strong analytic skills including trend analysis and data quality validation methodologies. Expert with Excel, PowerPoint and SharePoint
* Must be equally comfortable working with technology and business resources; highly skilled in understanding and communicating to development, business and DBA resources specifics required for the support of the CER application. Extensive experience in technology with a strong acumen for understanding business needs is essential.
* Knowledge of ServiceNow with understanding of how ServiceNow works including incident, problem and change management modules.
* Strong executive-level communication skills; both written and verbal.
* Ability to take assignment from Sr. directors and work independently to frame material and/or manage resolution
* Confidence to work with a broad range or teams/disciplines
* Strong attention to detail related to data quality control and documentation consistency
* Demonstrated experience in Program/Project Management practices and methodology; proven success building and managing large scale programs.
* Proven success resolving business issues and implementing solutions in areas that include organizational effectiveness /development, strategic planning, or process improvement
* Self-directed, motivated to manage imperfect information, decision and drive to successful conclusions.
* Skilled in handling constant pressure, juggle multiple demands.
* Capable of dealing with ambiguity and forming logical actions as result
* Demonstrated ability to work across organizational boundaries.
* Excellent relationship management skills.
* Demonstrated ability to work with broad range of functional teams and executives

Education:

* Bachelors/University degree or equivalent experience

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

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