Citi ROHQ - CTI - Infrastructure Analyst in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17045359

Description

  • Process all change records: extract, review and lock change records; reject and raise Issue record to the requestor, if records do not complete according to the requirement of the change management standards and procedures

  • Control and analyses change scheduling to be within the green zone or low peak period of the business operations as agreed and approved by the business and/or CTI management, to ensure optimum system availability and reliability

  • Ensure required forms, document and/or diagrams are attached with the submitted change records

  • Perform 1st level analysis of change deviation requests, i.e., Priority 2 Business Critical (Expedited) change requests and freeze period change requests

  • Follow-up on Priority 1 Break Fix (EMER) records regularization and closure

  • Ensure daily and weekly Forward Schedule of Changes (change calendars) are promptly prepared and distributed

  • Coordinate and conduct Regional and Asia Pacific Processing Centre Weekly Change Advisory Board meetings

  • Ensure compliance to the Citigroup Information Technology Management Policies, Standards and Procedures

  • Communicate and enforce compliance to the Change Management policies, standards, procedures to users

  • Ensure timely transmission of auditable document to Compliance or Quality Control Office for all reviews

  • Maintain acceptable audit ratings for all areas of Change Management responsibilities

  • Collate and analyze change statistics and metrics, facilitate Change Control Manager the details for resource planning and opportunity for process improvement

  • Ensure prompt updates of region change management metrics into the Global Management Reporting System

  • Ensure promptness of completing all tasks as listed in the Departmental Control and Functional Checklist

  • Maintain currency in the technical and functional knowledge of the Change Management Processes and Tools

  • Ensure prompt and timely update to the timesheet

  • Ensure compliance to Citigroup Information Technology Management Policies (CITMP) and Standards

Qualifications

  • 1 to 2 years relevant work experience in IT Operations or related field

  • Sound knowledge in IT Operations including infrastructure and application systems

  • Very good understanding and awareness of the ITIL Change management process and procedures

  • Well organized, with the ability to plan ahead for short- to medium-term objectives and able to identify, organize and facilitate the work is required

  • Advanced user of Microsoft Excel and PowerPoint

  • Strong analytical and presentation skills in business reporting which includes advanced business writing skills

  • Ability to work under pressure and strives for efficiency and effectiveness with commitment to service assurance best practices

  • ITILĀ® Foundation Level Certification preferred

  • Strong communications and influencing skills, with the ability to fluently interact with subordinates, peers and Senior Management

  • Ability to manage multiple problems with conflicting priorities