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IT Quality Control Lead - AVP

Company: Citi
Location: Grapevine
Posted on: May 15, 2022

Job Description:

The IT Quality Control Lead is responsible for liaising between business users and technologists to exchange information in a concise, logical and understandable way in coordination with the Technology team. The overall objective of this role is to contribute to continuous iterative exploration and investigation of business performance and other measures to gain insight and drive business planning.This resource will act as the IT Quality Control Lead for Continuity of Business (COB), Release, and Change activities required to support and ensure servicing and stability for Citi Retail Services (CRS) Partners credit card business. This is a critical role to promote an exceptional customer experience and ensure continuous pursuit and achievement of the highest Citi and industry standards.Responsibilities:

  • Formulate and define systems scope and objectives for complex projects and foster communication between business leaders and IT
  • Consult with users and clients to solve complex system issues/problems through in-depth evaluation of business processes, systems and industry standards and recommends solutions
  • Support system change processes from requirements through implementation and provide input based on analysis of information
  • Consult with business clients to determine system functional specifications and provides user and operational support
  • Identify and communicate risks and impacts, considering business implications of the application of technology to the current business environment
  • Act as advisor or coach to new or lower level analysts and work as a team to achieve business objectives, performing other duties and functions as assigned
  • Has the ability to operate with a limited level of direct supervision.
  • Can exercise independence of judgement and autonomy.
  • Acts as SME to senior stakeholders and /or other team members.
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.CRS IT Release Oversight -Responsibilities:
    • Collaborate with Testing teams and release teams to coordinate and support pre-release testing activities required by Citi Retail Partners, as needed. Including but not limited to environment mapping, testing oversight and driving issue resolution. -
    • Coordinate with internal teams (i.e. development, application, release) to understand CRS Partner level impacts ahead of upcoming Release for all changes, projects, backlog defect fixes scheduled to implement into the production environment
    • Develop and own CRS Partner level Release reporting according to the needs of the Production Assurance IT Single Points of Contacts and IT Relationship Managers
    • Provide Release oversight during implementation, including weekend activities
    • Eyes-on-glass monitoring of Partner level dashboards to proactively identify and escalate potential impacts to system availability and critical services
    • Attend Release checkpoint calls and facilitate status updates according Production Assurance Team requirements
    • Identify and facilitate Internal and External communication process for any Partner impacting issues opened during and related to Release activities
    • Notify Partners when they may proceed with Business Validations
    • Collaborate with Citi technical teams and partners for post-release testing, customer feedback, and defect communication.Continuity of Business (COB) Oversight Responsibilities:
      • Partner with Business Continuity, Recovery & Resilience Leaders and application/technology teams for each COB test related to or supporting servicing and availability for Citi Retail Partners.
      • Develop, implement, and maintain CRS calendar for all COB and Production Stress Test (PST) events
      • Develop, implement monthly reporting for all CRS related COB/PST events - calendar of upcoming events, potential CRS impacts related to upcoming events, success metrics/outcome, CRS impacting issues related to event, tracking, trending, and analytics
      • Analyze and document potential business impact of unpredictable business interruptions.
      • Collaborate with IT teams to understand and document mitigation plans/playbook to protect and restore servicing and availability should issues arise during test event.
      • Escalate risks or concerns immediately - Partner with teams to develop and implement any needed controls or enhancements to playbook and execution plans.
      • Work with multiple teams to analyze and develop detailed plans for COB event monitoring at the individual Partner level - Develop proper technology monitoring to ensure all Retail Partner SLAs for recovery are met.
      • Establish/understand communication plan, cadence of updates throughout the event, as well as owners, responsibilities, and other expectations and escalation contacts
      • Communicate CRS updates to leadership on status of planning and execution activities.
      • Where possible, identify improvements in processes and implement automation to reduce time and resources required to complete the tasks.
      • Monitor COB event and facilitate status updates according Production Assurance Team requirements
      • Document and communicate all CRS impacting issues that arise during COB event - Facilitate Production Assurance Internal/External communication process for any Severity or Priority 1 issues; Follow up on issues to ensure timely resolution and implementation of needed fixes, monitoring, and/or controls to prevent future recurrence
      • For COB events that require Partner participation, lead planning activities and communications to Partners, coordinate scheduling and other readiness activitiesCRS Change Oversight Responsibilities:
        • Represent the Production Assurance team in weekly change meetings (i.e. Digital Change Meeting, Change Excellence Meeting) to gain insights on changes planned for the upcoming weekend that could impact servicing and availability for Citi Retail Partners.
        • Develop and implement an Internal Citi report for upcoming CRS impacting changes - Consolidate various change reports and change updates; Review impact, validation tasks, and outage details; Obtain clarification from owners or other subject matter experts to understand and document potential CRS Partner impacts; Challenge changes - i.e.: Inadequate details or documented impact, Lack of appropriate validation tasks, Unacceptable change windows according to Partner agreed Green Zone or conflicts with Partner peak volume sales events
        • Lead effort to develop a standardized External Partner reporting Change Communication template according requirements and expectations of Citi Retail Partners, working in collaboration with CRS IT Partner Single Points of Contacts
        • Facilitate Production Assurance weekly change review and ensure attendance from knowledgeable resources to discuss and high impact changes or concerns related to changes approved for the upcoming weekend
        • Identify opportunities to streamline and automate change communication activities and reporting, and implement where possibleQualifications:
          • 5-8 years of relevant experience
          • Experience in data analysis with intermediate/advanced Microsoft Office Suite skills - MS Teams; -Excel (write formulas, pivot tables); Visio (create system flows); PowerPoint; -Word (create service operation procedures/documentations
          • Proven interpersonal, data analysis, diplomatic, management and prioritization skills
          • Consistently demonstrate clear and concise written and verbal communication
          • Proven ability to manage multiple activities in a fast-paced environment and build/develop working relationships
          • Proven self-motivation to take initiative and master new tasks quickly
          • Demonstrated ability to work under pressure to meet tight deadlines and approach work methodically with attention to detail
          • Working knowledge of Change, Testing, and Release Management methods, tools, terminology, and industry practices
          • Excellent customer service skills - be effective and efficient in servicing and interfacing with individuals across multiple IT, Business, Operations, and Partner (customer) teams
          • Excellent organization skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality
          • Proven ability to work in a team-oriented environment, collaborating with others to establish common goals, including deployment dates
          • Ability to embrace assignment changes when needed.
            Preferred Skills:
            • Working knowledge of Information Technology Infrastructure Library (ITIL) and industry standards, concepts, terminology, and common practices
            • Experience with BMC Remedy ITSM Suite - ServiceNow
            • Experience with Agile, Continuous Integration/Continuous Delivery (CI/CD), DevOps, and Lean practices
            • Experience with JIRA, Confluence
            • SPLUNK monitoring tool - ability to understand and write queries to investigate potential issuesEducation:
              • Bachelor's degree/University degree or equivalent experience-------------------------------------------------Job Family Group: Technology-------------------------------------------------Job Family:Business Analysis / Client Services------------------------------------------------------Time Type:Full time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.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.Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .View the "" poster. View the .View the .View the -----------------------------Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Keywords: Citi, Grapevine , IT Quality Control Lead - AVP, Other , Grapevine, Texas

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