Infrastructure Sr. Tech Analyst
Citigroup Inc
Costa Rica,
hace 7 días


Problem Management is an enterprise level organization responsible for risk mitigation and post-Major Incident investigation, analysis and remediation tracking to reduce opportunity for reoccurrence and prevent similar events in the future.

The easiest way to describe the value of this unit is we are the elite group of Fire Investigators who come in after the fire, triage the series of events that transpired and oversee solutions to complex issues from inception to delivery.

Much in the same way that the results from real Fire investigators have yielded advances like active / passive sprinklers, multiple ingress / egress points, centralized alerting / response, etc.

development / implementation to complex issues. But we are not only reactive following an incident, we also seek to prevent new issues from occurring through comprehensive data analysis and review.

Throughout the process lifecycle, the Problem Manager will also be expected to provide clear executive / business focused write-

ups to our stakeholders (post-mortem reports). At any moment, a Problem Manager should be able to discuss the details with the infrastructure or business support units and / or provide verbal updates to mid and senior level management.

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions.

Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s explains what we do and explain how we do it. Our missionis to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve.

Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin.

Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.


The ideal candidate for this role will have a good blend of technical and soft skills. Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up / down / across a Global enterprise, drives initiatives from inception to closure and has a strong attention to detail / does not give up until the root cause has been eliminated permanently from the environment.

Experience in large scale Business / Technology Operations, Service Management / Continual Service Improvement and / or Business / App Support would certainly be an asset but should not discourage anyone with the core skills described here or below from applying.

The role requires extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover the underlying causes.

Additionally, high levels of skill and confidence are imperative while conducting problem reviews with the business and technical subject matter experts.

This involves taking lead and directing the meeting, keeping focus and attention on key events and details, all while documenting causes and action items throughout.

Education Level

Associate's Degree / College Diploma


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