Citi Production Operations Duty 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: Yes, 10 % of the Time

  • Job ID: 16061554


  1. Core function: Owns delivery of all operational functions within Production Operations and Citi Technology Infrastructure during the operations hours. This covers the operational support of Service Monitoring for all technologies and services provided by CTI; Level 1 support for Mainframe, Network, Distributed; Service Monitoring services provided by SDMC; Major Incident Management as well as Change Implementation across all of the afore mentioned technologies.

  2. Audit and Risk Management: Manage Regional regulatory compliance requirements for all Production Operations Services, act as primary interface for all audits of the support functions (approx. 26 per year). Develop COB plans for Command Center operations, ensure effective controls are in place to mitigate all important risks.

  3. Financial Management: Management of a budget in excess of $6MM annual with accountability for space planning, staffing, technology capital and maintenance contracts. Meet productivity tasks and self-identify the opportunities.

  4. Site Management: Serve as a site leader for the CSC (location of 1400+ people). This entails decision making with regards to seat allocation, site policies on topics such as smoking, dress code, inclement weather policy, parking, site events planning…

  5. Service Management: Acts as a single global escalation point for all Production Operations (org of 1400+) during command and control hours.

  6. Staff Management: Manage all staffing requirements for an organization of 150+ staff members. This includes headcount management, recruiting, hiring, discipline, performance management and development.

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 Mission and Value Proposition at explains what we do and Citi Leadership Standards at explain how we do it. Ourmissionis 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.


Knowledge / Experience

  • Candidates must have previous experience of working within a large scale multiple platforms environment, supporting a large number of devices, financial applications and services.

  • Proven IT governance skills are essential.

  • 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.

  • Possesses intermediate knowledge of the technology infrastructure supported by the Production Operations

Qualifications :

  • ITIL Foundation Certificate or similar in Service Management.

  • Any IT associated qualifications would be advantageous.

  • Bachelor degree.


  • Strong communication (verbal and written) and presentation skills. This role will interact with Senior Business and TI management as well as highly technical engineers.

  • This role will be expected to take ownership and responsibility for managing the operational staff and will be expected to display necessary authority when dealing with all parties.

  • Strong negotiation/conflict management skills. This role will co-ordinate and manage conference calls involving multiple technical teams including those from 3rd parties and vendors.

  • Ability to work in a high volume, pressurized, financial organization. The role will be expected to make executive decisions whilst under pressure.

  • Must be able to logically evaluate technical problems and make decisions on how a solution is to be performed, whilst liaising with both technical and non-technical personnel and different levels of expertise and management.

  • Organized and methodical, ability to multi task, with good time keeping skills.

  • Dynamic, enthusiastic, confident, reliable team member.

  • Proactive and flexible in terms of workload, working hours and providing cover is essential, due to the nature of the environment and workload.

  • Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence.

  • Strong personal work ethic that inspires excellence and enthusiasm amongst peer group.

  • Ability and willingness to operate within tightly controlled operational procedures.