ECC Distributed Technical Analyst

At the Citi Technology Infrastructure (CTI) Global Production Operations, we operate multiple services and technologies and are currently seeking a talented person to run our operations within Distributed technology as a key part of the CTI Global Command Center Operations Team. As the Distributed Analyst, you will run IT Service orientated coverage within Citi infrastructure to reduce or mitigate any actual or potential outage to our supported businesses. This is all done from our state of the art regional Command Center in partnership with the Workflow Coordinators, Staff Managers and the Distributed Team in cooperation with our other Operations centers located in North and South America, Europe and Asia.

This position gives you an excellent deal of liberty to self-determine organizational and career direction. Being a part of Command Center Operations team, it is expected you demonstrate competency in Distributed Technology and ability to quickly learn multiple platforms, toolsets and processes.

Our commitment to diversity includes a workforce that represents the clients we serve globally from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.

Command Center Operations Intermediate System Specialist 4 Analyst

Role:
In this role, you will be responsible for providing technical support for Citibank's global infrastructure, including diagnosing, and solving incidents and problems related to the functioning of Citi infrastructure. • We will work together with the multiple functions to ensure proper performance of the processes running within one of the biggest IT environments all over the world. This will include direct engagement into operations including immediate notifications for critical issues and acting as the service owner.• You will have the opportunity to develop in the field of communication thanks to cooperation with employees at various levels, in different regions of the world and from a wide range of global IT and business.• Key to your success will be impeccable process fulfillment and continuous service delivery as this is our highest priority. • Perform quality assessment on assigned duties. • Take responsibility of the coordination of different global processes during its lifecycle.• Perform day-to-day management of the different requests (incidents /change request) process. • Ensure that every request is being processed and progressing with established service level objectives. • Coordination with global members and external parties including third party providers. • Take ownership of inbound requests from customers, partners. • Report immediately any operational issues and risks. • Take end-to-end ownership of operational escalations, engaging the respective parties accordingly, provide executive summaries and drive action plans. • Implement management strategies. • Develop strategies that the team will use to reach its goal. • Provide any training that team members need. • Communicate clear instructions to team members. • Listen to team members' feedback. • Actively participate in process improvement initiatives. • Monitor team members' participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed. • Manage the flow of day-to-day operations.

The Command Center Operations Intermediate System Specialist is an individual contributor support role for the Enterprise Command Center Distributed Systems Team (ie Wintel/UNIX service administration). The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.

Responsibilities:• Provide Tier I technical support for Citi's global technology infrastructure• Be up to date with all operational processes and procedures within the first year• Execution of standard operational processes • Resolve incidents, changes, or infrastructure requests• Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams• Troubleshoot and provide client support for technology and infrastructure issues• Recognize severe events as they occur and engage SME/WFC and Distributed Management immediately upon awareness of severe technology degradation • Document and update incident technical details into ServiceNow ticketing system • Escalate issues to SME/WFC and/or Tier II support if unable to resolve through initial triage and troubleshooting• Communicate with SME/WFC and Distributed Management to provide frequent status updates regarding technical issues and status of the remediation efforts• Cooperate with coworkers to support workload breakdown • Provide recommendations for process improvements to WFC/Process Lead; participate in changes as necessary

Qualifications / Requisite Knowledge Base
• General experience in providing IT Operations support• General IT infrastructure knowledge• Bachelor's/University degree or equivalent experience in systems / computer engineering preferred• General knowledge and working experience of distributed platforms: Wintel, Unix, Linux• ITIL v4 knowledge is preferred• General participation experience in driving global technology projects • General experience in problem analysis and resolution of issues• General experience with process improvement methodologies such as Lean, Six Sigma, Agile, etc. • Language Skills beyond English are a plus (multiple languages other than native language)

Job Family Group:
Technology

Job Family:
Infrastructure

Time Type:
Full time

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