Technology Client Engineering Manager
Citi
18,316 reviews
Tampa, FL 33601
Citi
18,316 reviews
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The key responsibilities of this role are to:
Service Delivery Management
• Develop and maintain strong relationships as the main technology point of contact for our largest clients.
• Jointly work with clients to develop and maintain technology support models which are customized to exceed the expectations of the clients.
• Apply Information Technology Infrastructure Library (ITIL) concepts to reduce response time and improve quality of response.
• Work with cross-functional teams to map current state processes, determine process improvements, install future state process, and implement monitoring and control system.
• Develop and demonstrate knowledge of the underlying technology stack and supported/related business area. Achieve a strong grasp on high level-architecture, connectivity, and data flow for the client.
• Establish and monitor client service delivery metrics and report on them monthly to the client and Citi stakeholders.
• Provide technical expertise and thought leadership to clients by learning about and delivering presentations on Citi’s investments in emerging technologies.
• Create and promote the use of standardized processes across regions.
• Answer due diligence questionnaires presented by clients specifically questions related to technology.
Incident Management
• Act as a point of escalation for clients experiencing service issues.
• Ensure that systemic issues are escalated to technology owners for prompt attention.
• Conduct Root Cause Analysis and document the findings in a client-friendly manner.
• Be able to identify an underlying problem that is driving the issue and work with stakeholders to drive it to closure.
• Promote effective communication and the use of lessons learned.
• Enact service improvement plans where necessary and drive them to success.
Change Management
• Work with clients to engineer and build optimal technology solutions based on their requirements.
• Communication and coordination between technical teams and other stakeholders throughout the change process is key. Actively manage client changes through the full program lifecycle and keeping the client appraised of progress.
• Collaborate with strategic partners across the software development organizations.
• Partner with clients for joint user acceptance testing (JUAT), client acceptance testing and technology pilots to ensure optimal user experience and feedback loop. Serve as the main point of contact for such efforts.
Basic Qualifications
• Bachelor's degree in Business, Computer Science or in an analytical field.
• Background based in technology management, implementation, maintenance and/or development. An understanding of the SDLC, support processes and project management.
• Familiarity with Blackrock Aladdin Portfolio Management Software.
• Experience in incident and change management with understanding of technology service metrics.
• Demonstrated experience in technical service delivery with fluency in standard service delivery metrics.
• Demonstrated experience of leading and participating in continuous improvement initiatives relating to service delivery and problem management.
• Ability to host key reviews with clients, managing the agenda and ensure both Citi and the client views are represented.
• Must possess ability to lead working sessions and senior client presentations, maintaining composure in difficult meetings.
Preferred Qualifications
• Information Technology Infrastructure Library (ITIL) Foundation certification is a plus
• Familiarity with cloud concepts such as AWS, Azure, Redshift, EMR, etc. is a plus.
• Previous experience in Asset Management industry or within Banking/Finance sector is a plus
• Be able to critically analyze data and processes to identify issues, root causes and corrective actions.
• Demonstrated ability to manage multiple, strategic client relationships in a client facing role.
• Be able to travel about ~20% of the time.
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Job Family Group:
Technology
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Job Family:
Technology Project Management
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Time Type:
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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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