Citi Infrastructure Manager in Warsaw, Poland

  • Primary Location: Poland,Mazowieckie,Warsaw

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17047074


Job background/Context:

The SDMC Operation Manager is responsible for cross shift oversight ensuring process consistency among the shifts. That role is highly focused coordination key team projects and acting as individual contributor to the project work depending on complexity level. As part of daily duties it is essential to oversee BAU operations making sure all of major issues are being handled appropriately. OM is responsible for improvement opportunities in area of Monitoring Tools and Team processes. Purpose of that role is also to identify process gaps and issues associated. Perform all mandated administration, compliance & attestation related activities within the defined timeline, to ensure the department remain audit compliant. Act as SDMC representative on meetings with key Partners focusing on customer service and responding to Stakeholder needs. The person taking that role would be responsible for multiple team processes along with onboarding new work to the team

Key responsibilities:

  • To take full responsibility for the quality of services delivered including notification and escalation of incidents and issues, as well as continuous improvement of the service.

  • To be ultimately responsible for the quality of responses to the incidents that have been detected and handled by SDMC personnel.

  • This role includes overall responsibility for knowledge gaps analysis, knowledge transition across shifts, training.

  • The SDMC Operations Manager must have strong communication and people management skills, be focused on delegating and realigning resources real-time depending upon the situation, with the ability to successfully manage a remote team, ensuring neither site personnel become isolated or feel excluded from the shift.

  • The SDMC Operations Manager assumes a responsibility for monitoring effectiveness improvement by driving alerts reduction and elimination of communication ‘noise’,

  • Enforced adherence to all processes and procedures, both technical and administrative, is an essential part of this role.

  • Ensuring awareness of the Team processes and management updates among all shifts

  • Preparation and interpretation of key team metrics for Team use and to introduce data to key Partners. Developing new metrics aligned with Team strategy.

  • Supporting Shift Leads in management \ coordination of shift work where necessary

  • The SDMC Operations Manager will act as a deputy of SDMC Manager supporting him on SDMC service expansion across NAM, EMEA and ASPAC regions.


  • Educated to University level.

  • At least 1 year people management experience

  • Experience in managing a team working on shifts (would be an asset)

  • Proven IT Problem Management, Incident Management and Service Management skills are essential.

  • Experience of risk management

  • Technical knowledge of multiple platforms is an asset.

  • Knowledge of Ticketing Systems such as ServiceNow or similar is desirable

  • Knowledge of any of Monitoring Tools for Enterprise Environments (AppDynamics, Wily, BSM, SPLUNK or others) would be a significant asset

  • Exposure to project management methodologies, demonstrating successful implementations and understanding of the project life cycle.

  • Usage of commercial software, such as MS Word, Excel, Outlook Project, Visio etc., is essential. Additional exposure to other professional software packages is highly desirable.

  • Strong Inter-personal skills

  • Ability to work in a high volume, pressurized, financial organization. Organized and methodical, ability to multi task, with good time keeping skills. Dynamic, self-starter, reliable and enthusiastic manager.

  • Commitment to the concept of Service Delivery and to delivering work within tight deadlines. Must be able to logically evaluate technical problems and make decisions on how a solution is to be performed.

  • Ability to compile and structure formal reports and post mortems. Ability to liaise with both technical and non-technical personnel and different levels of Management.

  • Ability and aptitude to provide technical guidance, support and training to junior members of the team.

  • Strong written and oral skills in English. Business level English language skills