Viktor Csillag

Experience

• 

  Citi

  Jul 2009 - Jan 2014

  I am responsible for the Operation of the Tier 2 Incident management team.I am responsible for the Team related tasks, to cooperate with the Tier 1 and with other teams to increase the Customer satisfaction and our resolution rates.I am involved in tasks and planning regarding the globalization of the 2nd level and in various projects as well.I am evaluating my directs' performances and providing them feedback. With the Feedback I am about to improve their scores and try to identify their weak points - focusing on those areas that they need to improve.I am focusing on customer's needs and in cooperation with the other leaders optimizing the support model globally to achive higher satisfaction and resolution rates Show less As my team leader was assigned to new projects I took over the Operation related tasks in May 2012.I was responsible for the Team related tasks, to cooperate with the 1T and with other teams to increase the Customer satisfaction and our resolution rates.I was involved in tasks and planning regarding the globalization of the 2nd level and in the PAR project as well.I also reviewed the quality and scorecards for the CSRs and gave feedback on them. With the Feedback I was about to improve their scores and tried to identify their weak points - focusing on those areas that they need to improve.I was also the leader of an internal project which was about to create a Internal Resource Center for our organization.I was responsible for the coordination, planning and implementation of a Global Internal Resource Center for the GCSC organization.We had to plan and start to implement a SharePoint based site.I had to present to the Global Project and Initiatives Leader on regular basis. Show less

  • GCSC Tier 2 Incident Management Team Leader

    Jan 2013 - Jan 2014

  • Interim Team Leader for the GCSC Tier 2 Incident management

    May 2011 - Dec 2012

  • Tier 2 Engineer

    Mar 2010 - May 2011

  • CTI Tier 1 engineer

    Jul 2009 - Mar 2010
• 

  IBM

  Jan 2014 - Jul 2014

  Citi Tier 2 Incident Management team Leader

  I am responsible for the Operation of the Tier 2 Incident management team.I am responsible for the Team related tasks, to cooperate with the Tier 1 and with other teams to increase the Customer satisfaction and our resolution rates.I am involved in tasks and planning regarding the globalization of the 2nd level and in various projects as well.I am evaluating my directs' performances and providing them feedback. With the Feedback I am about to improve their scores and try to identify their weak points - focusing on those areas that they need to improve.I am focusing on customer's needs and in cooperation with the other leaders optimizing the support model globally to achive higher satisfaction and resolution rates Show less

• 

  Citi

  Jul 2014 - now

  Citi Shared Services includes three main products, HR Shared Services, Business and Travel Shared Servicesand Financial reporting Shared Services.I'm responsible for the oversight and advisory of the three products from Risk and Control perspective andto represent the business n various regulatory and governance forums.Key responsibilities are:• Support the risk assessment program within CSS including training, governance, oversight andreporting of Management Control Assessments.• Enhance and develop processes and solutions to improve efficiency and quality of delivery whilststrengthening the control foundation that supports our clients.• Support CSS entities in governance of legal and regulatory requirements including, but not limited toCross-border, Data Privacy and regulatory impact assessments/compliance.• Assist in all interactions with audit (internal and external) including evidence management, auditfieldwork, business monitoring and audit meetings.Beside the CSS EMEA Risk and Control Head position, I'm having another responsibility as being part of theso called Proactive Deep Dive team within CSS Global R&C team:• I'm sponsoring two programs for the CSS organization globally:• Issue, corrective action plan and risk acceptance quality assurance management, review andapproval process• Independent information security credible challenge for CSS• I'm leading a global project to identify, assess and register all the external web portals, applicationsand interfaces that are being used for business purposes but currently not officially onboarded toCiti.• I'm involved in various audit readiness programs• Internal and external (including regulatory) issue validations for CSS• Balance Sheet substantiation and Red account reviews for CSS• Migration and standardization projects Show less Citi Technology Infrastructure (CTI) EMEA R&C function is providing risk support for more than 54 countries. Supported processes are including but not limited to Change Management, Vulnerability Assessment, Third Party Management, Incident, Asset, Technology facility, COB, Implementation of Regulatory requirements, End-to End audit support.My primary role is to support the processes listed above for Turkey Middle-East and African (TMEA) cluster within CTI EMEA.Key responsibilities are:• Performing controls assurance, gap analyses and verifying processes are being adhered to and controls are being executed effectively. • Support the risk assessment program within CTI including training, governance, oversight and reporting of Management Control Assessments. • Enhance and develop processes and solutions to improve efficiency and quality of delivery whilst strengthening the control foundation that supports our clients.• Support CTI entities governance of legal and regulatory requirements including, but not limited to Cross-border, Data Privacy and SOX programs. • Support region with identification and remediation of issues ensuring the corrective action plans relating to both self-identified and audit issues contain the appropriate level of quality and adhere to criteria of 'Issue Being Addressed by Management'. • Assist in all interactions with audit (internal and external) including evidence management, audit fieldwork, business monitoring and audit meetings. • Support other Risk & Controls staff including regional and global clients in performing ad-hoc control assessment activities to evaluate risk management activities within the region.• Identify key analytics and metrics (e.g. KRI/KPIs) to support effective management of operational risk within the region. Utilize Risk framework to provide drive the culture of controls to identify issues through reported metrics, trends, and controls assurance and ensure corrective actions are raised to address gaps. Show less In my current role I'm responsible for the Distributed systems team which consist of two major sub-teams and one smaller. These teams are the Wintel, the Unix and the PAR/TPAM.I'm responsible for the following activities:- All BAU and other team activities within this team, including day-to-day metrics, service levels, team efficiency.- Planning and executing incoming projects.- Monitoring and coordinating the team to perform their BAU more effectively. Preparing daily workloads for staff and coordinating the daily allocation of work- Taking care of customer's complaints and making efforts to increase the overall customer experience.- Mentoring and training up junior and new staff- Ensuring all administrative and other records are entered and updated correctly.- Arranging & chairing weekly team meetings, focusing on targets & achievements.- Providing prompt and accurate information on individual performance.- Implementing new initiatives.- Praise team members and creates a positive working environment with the help of my team leaders. Show less

  • CSS Risk & Control EMEA Head

    Jul 2022 - now

  • CTI EMEA Risk Manager

    Jun 2016 - Jun 2022

  • Information Security COB & Controls Senior Supervisor, GIDA Distributed Systems Team

    Jul 2014 - Jun 2016